Industry Spotlight
Discover expert insights from AmplifAI’s latest webinar on using AI to empower agents, improve coaching, and unify data for real CX results.
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As AI adoption accelerates across contact centers, one question remains: Where do we begin?
In this webinar hosted by AmplifAI, Troy Blanchard from VLCM, and Justin Barnard AI for CX expert from AmplifAI break down the critical first steps to using AI for better customer experience outcomes.
The message is clear: Start with performance, empower agents and managers first, then layer in the tech.
Moderated by Scott Logan, CMO of AmplifAI, this session features expert insights from:
There’s a lot of buzz about AI agents and chatbots, but the real power of AI lies in enhancing human performance not replacing it. When AI handles routine interactions, agents are left with the complex, high-stakes conversations. If those agents aren’t equipped with the right tools and insights, AI simply exposes performance gaps.
The best place to start is with AI-driven coaching and performance support. This helps agents perform at their best, ensuring that they’re prepared for even the most difficult customer interactions. AmplifAI empowers agents with real-time, data-driven feedback, improving their ability to manage complex conversations and deliver exceptional service.
Traditional QA programs often only review a small fraction of interactions, limiting the ability to improve coaching and performance management. The key to unlocking AI’s full potential is complete visibility.
AI-powered tools like Auto QA enable teams to evaluate 100% of interactions, from calls to chats to digital conversations. This provides leaders with the insights they need to make informed decisions about coaching, identify performance trends, and continuously improve service quality.
Full visibility into customer interactions is a game-changer, enabling data-driven decision-making that directly enhances agent performance and service quality.
AI works best when it has access to clean, unified data. Many contact centers still rely on siloed systems for their data whether it’s CRM, QA platforms, or contact center data. This fragmentation limits AI’s effectiveness and creates blind spots.
The best AI outcomes are driven by connected data. By unifying your call center data sources, AI can identify patterns, make accurate predictions, and provide actionable recommendations. Unifying all of your data creates a single source of truth that powers smarter decision-making across the entire contact center.
Coaching agents is critical to performance improvement, but it’s often time-consuming and difficult to scale. Modern AI platforms take coaching to the next level by providing real-time insights into agent performance, allowing managers to offer tailored coaching based on actual data.
When coaching becomes data-driven and scalable, it turns into a strategic asset for improving agent performance, customer satisfaction, and business outcomes. AI powered coaching software allows you to replicate top-performing behaviors across teams, ensuring that coaching doesn’t just improve individual agents but the entire contact center’s effectiveness.
Launching AI across an entire contact center can be overwhelming. Instead, the smartest organizations start with a pilot program, testing AI in a specific team or area with clear, measurable goals. Whether the focus is improving customer satisfaction or increasing revenue, starting small allows you to prove value quickly.
By demonstrating quick wins, you can build internal momentum and secure executive buy-in for broader AI adoption.
This approach ensures that AI is implemented strategically, scaling only when it’s proven to drive results.
For AI to succeed at scale, it must be flexible, able to integrate with your existing infrastructure, meet security and compliance standards, and scale across hybrid environments. Whether you’re operating in a cloud, on-prem, or hybrid setup, your contact center AI solution must work within your enterprise ecosystem without disrupting operations.
AI should fit seamlessly into your existing technology stack, allowing you to focus on driving performance rather than dealing with complex integrations or security concerns.
The most successful organizations start with performance enablement because AI delivers its highest returns when it supports people not replaces them. When you focus on empowering your agents and managers, AI becomes a powerful tool for driving performance, improving customer satisfaction, and achieving business growth.
