How to Successfully Drive Performance Enablement in Your Contact Center

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Customer Stories

Coaching Guides

Brand Assets

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Customer Stories

Iterum Increases Sales Performance by 35% in 4 Months with AmplifAI

SSG Wins Exclusive Contract and Increases Business Volume 70%

Foundever Improves Client’s Agent-to-Supervisor Ratio and Increases Coaching Sessions 500%

BPO Improves Client’s Agent-to-Supervisor Ratio and Increases Coaching Sessions 500%

How The Home Depot Saves Time and Enables Frontline Teams

Sagility Improves Coaching Efficiency & Exceeds NPS Target

Sagility Improves Coaching Efficiency & Exceeds NPS Target

Agent Productivity

Healthcare

Coaching

Net Promoter Score - NPS

Supervisor Productivity

How iQor Harnesses Performance Enablement Technology to Replicate Top Performers at Scale

How iQor Harnesses Performance Enablement Technology to Replicate Top Performers at Scale

Agent Productivity

BPO / Outsourcing

Coaching

Customer Experience

First Call Resolution - FCR

Alltran Drives 9% Increase to Agent Productivity & Billing Utilization

Alltran Drives 9% Increase to Agent Productivity & Billing Utilization

Financial Services

Agent Productivity

Billing Utilization

First Premier Bank Increases Total Dollars Collected by Improving Collector Performance & Productivity

First Premier Bank Increases Total Dollars Collected by Improving Collector Performance & Productivity

Financial Services

Dollars Per Hour

Supervisor Productivity

Return on Investment - ROI

Coaching

AmplifAI helped University of Miami Health System increase appointments and conversions by 34%

AmplifAI helped University of Miami Health System increase appointments and conversions by 34%

Healthcare

Average Handle Time - AHT

Number of Appointments Set

Return on Investment - ROI

Foundever Increased Top Performers by 127%

Foundever Increased Top Performers by 127%

BPO / Outsourcing

Customer Satisfaction - CSAT

Quality

Doubled Sales Appointments for Sonic Automotive

Doubled Sales Appointments for Sonic Automotive

Automotive

Number of Appointments Set

AmplifAI improved speed to proficiency of Arise & increased solves per day by 34%

AmplifAI improved speed to proficiency of Arise & increased solves per day by 34%

BPO / Outsourcing

Speed To Proficiency

Solves Per Day - SPD

Global healthcare business process leader improves retention by 12%

Global healthcare business process leader improves retention by 12%

BPO / Outsourcing

Healthcare

Attrition / Retention

Return on Investment - ROI

Insurance leaders increased supervisor productivity by 40%

Insurance leaders increased supervisor productivity by 40%

Insurance

Supervisor Productivity

Alltran increased Net Dials Per Hour and Average Payment in 90 days

Alltran increased Net Dials Per Hour and Average Payment in 90 days

Financial Services

Net Dials Per Hour

Average Payment

BPO for telecom firm reduced AHT by 8.7% and improved NPS over 3 months

BPO for telecom firm reduced AHT by 8.7% and improved NPS over 3 months

BPO / Outsourcing

Average Handle Time - AHT

Net Promoter Score - NPS

SSM Health improved agent productivity by 64% over 4 months

SSM Health improved agent productivity by 64% over 4 months

Healthcare

Agent Productivity

SSM Health decreased write-offs by 55% in only 3 months

SSM Health decreased write-offs by 55% in only 3 months

Healthcare

Write-Offs

Contacts Per Day

Top telecom firm reduced AHT by 8.7% and improved NPS over 3 months

Top telecom firm reduced AHT by 8.7% and improved NPS over 3 months

Media & Communications

Average Handle Time - AHT

Net Promoter Score - NPS

Retail leader improved AHT and Agent Satisfaction over three months

Retail leader improved AHT and Agent Satisfaction over three months

Retail

Agent Satisfaction / Engagement

Average Handle Time - AHT

Health Insurance leaders increased weekly coaching time by 40%

Health Insurance leaders increased weekly coaching time by 40%

Insurance

Agent Productivity

Increased NPS by 20% in first 90 days post onboarding

Increased NPS by 20% in first 90 days post onboarding

Healthcare

Net Promoter Score - NPS

Travel Leader Boosts Solves Per Day by 34% in first 90 days post onboarding

Travel Leader Boosts Solves Per Day by 34% in first 90 days post onboarding

Travel and Hospitality

Solves Per Day - SPD

Top 3 Telecom brand improved close rate by 13 points in first 90 days

Top 3 Telecom brand improved close rate by 13 points in first 90 days

Media & Communications

Close Rate

Sales

BPO site improved to 3rd place from 7th over 3 months

BPO site improved to 3rd place from 7th over 3 months

BPO / Outsourcing

Partner Ranking

Videos

5 Ways to Close the Onboarding-to-Production Gap

How BPO Leaders are Using Data to Improve Contact Center Performance

Five Steps to Improve Coaching Effectiveness for Frontline Supervisors

How to Successfully Drive Performance Enablement in Your Contact Center

Video Overview: AI-Driven Performance Enablement

How The Home Depot Saves Time and Enables Frontline Teams

Next Best Action

Data-Driven Coaching and Effectiveness

Data-Driven Gamification and Engagement

Data-Driven Personas

Ebooks

Training Surveys for Learning & Development Teams | Improve Call Center Onboarding

Download these training surveys to help elevate your call center trainers, improve your onboarding process, and lower attrition rates of new hires.

Frost & Sullivan 2022 Report | 2022 Competitive Strategy Leader – Best Practices Awards

Exclusive report: See the 2022 Competitive Strategy Leader that excels in customer impact and strategy innovation for the performance enablement platform industry.

The Ultimate Contact Center Coaching Toolkit

Webinars

5 Ways to Close the Onboarding-to-Production Gap

5 Ways to Close the Onboarding-to-Production Gap | The “We Didn’t Cover That!” Syndrome: How Contact Center L&D Teams Are Overcoming Common Challenges

How to Successfully Drive Performance Enablement in Your Contact Center

Iterum's COO shares best practices for implementing a successful performance enablement program that fosters a better employee experience and improves the organization's success.

How BPO Leaders are Using Data to Improve Contact Center Performance

Is your call center prepared for 2023? Executives from Teleperformance, BroadPath, Tri Source International, and others share strategies for improving performance and overcoming coaching challenges.

Five Steps to Improve Coaching Effectiveness for Frontline Supervisors

Discover five proven steps to improve coaching effectiveness in this action-oriented webinar. You’ll learn how to create and communicate a coaching system; train coaches to develop their frontline agents; measure coaching effectiveness; and much more.

Coaching Guides

Call Center Coaching: The Comprehensive Guide to Improving Agent Performance

Improved Call Center, Contact Center Coaching

Improving CSAT at Your Contact Center or Call Center

Improving FCR at Your Contact Center or Call Center

Improving Sales at Your Contact Center or Call Center

Coaching Questions

In order to guide people to self-discovery and self-resolution, you have to get comfortable asking questions. Here are some sample questions to help you navigate the journey!

Commitments for Change

For employees to act on coaching commitments, the coach has to help guide them to specific behavioral actions that will help drive the desired improvement.

Coaching Top Performers

Top performers need a tailored approach when it comes to coaching. Here are tips for how to tailor different areas of your coaching conversation!

Coaching Remote Workers

Remote work is here to stay. Find out how you can keep your contact center employees engaged even when WFH.

6 step performance coaching model

Master the six definitive steps for a successful one-on-one coaching session.

4 types of behavior

We can break down behaviors, actions, into two categories – those we can see, and those we can hear. We can further break down how we experience each of these categories!

conversation structure

Discover when to praise strengths, progress and effort. Learn when to address corrective opportunities!

The Coaching Effectiveness Assessment: Your Key to Improved Performance in Contact Centers

This free coaching effectiveness assessment calculates a rating for call center coaches. Plus, find out the qualities of an efficient contact center coach.

Brand Assets

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