Resources for Customer Service, Support, and CX Teams

• Comparison

  Convin vs AmplifAI

  We've evaluated Convin and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  CallMiner vs AmplifAI

  We've evaluated CallMiner and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  Dialpad vs AmplifAI

  We've evaluated Dialpad and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  Talkdesk vs AmplifAI

  We've evaluated Talkdesk and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  EvaluAgent vs AmplifAI

  We've evaluated EvaluAgent and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  ScorebuddyCX vs AmplifAI

  We've evaluated ScorebuddyCX and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  OttoQA vs AmplifAI

  We've evaluated OttoQA and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  Rippit vs AmplifAI

  We've evaluated Rippit, formerly MaestroQA, and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Comparison

  Zendesk QA vs AmplifAI

  We've evaluated Zendesk QA and AmplifAI on the features and capabilities that matter most to CX leaders in 13 call center software categories, including unified data integration, Auto QA, quality management, performance management, AI-powered coaching, and customer intelligence.

• Buyer's guide

  13 Best AI Powered Call Center Coaching Software (2026)

  Compare AI-powered call center coaching software by AI coaching approach, data depth, coaching capabilities, evaluation criteria, and weighted vendor ratings.

• Article

  You Don't Know If Your Chatbots Are Working

  You don't know if your chatbots are working until you track what happens after the session ends. Sean Minter, CEO and Founder of AmplifAI, shows how to score AI agents and live teams as one customer journey, from first contact through the handoff.

• Product tour

  AI Coaching Simulations with Max

  Max finds the one habit to change in an agent's calls, plays what great sounds like, and scores the practice.

• Product tour

  Auto QA

  All conversations scored, the evidence behind any score, and the studio where scorecards are built and tested.

• Product tour

  CX Analytics

  Why customers contact you, the evidence behind any number, and action measured until the metric moves.

• Product tour

  Performance Enablement

  From the data you already have to a better coaching conversation, and proof that it moved the metric.

• Customer story

  Two Contact Centers, One Standard: How a Top-5 Credit Union Service Organization Unified Quality and Coaching Through a Historic Merger

  When two of the country's largest credit union service organizations combined, the hardest integration wasn't the balance sheet — it was the contact center. By building a unified data layer before merging the org chart, brand, and product set, the combined institution put 100% of member interactions under one quality rubric, halved speed to proficiency, and cut agent attrition 78%.

• Video

  Your Agents Know Your Customers Better Than Your CMO

  How CX teams surface what customers tell their agents, act on it, and get it to Marketing, Product and Digital.

• Buyer's guide

  7 Best AI Agent Management Software for Customer Service (2026)

  Compare the 7 best AI agent management software for customer service in 2026. See side-by-side feature comparisons, types, evaluation criteria, and use cases.

• Comparison

  Balto vs AmplifAI

  We've evaluated Balto and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  Internal AI vs AmplifAI

  We've evaluated internal or in-house Contact Center AI and Performance Management builds against AmplifAI across 7 critical decision categories that determine implementation success and ROI. AmplifAI and Internal AI Builds represent two approaches to contact center AI and performance management, either adopting production-ready software or designing, operating, and maintaining custom capabilities in-house. Comparison criteria cover investment, delivery speed, technical ownership, business continuity, ongoing support, strategic control, and performance outcomes.

• Comparison

  Calabrio vs AmplifAI

  We've evaluated Calabrio and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  Centrical vs AmplifAI

  We've evaluated Centrical and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  SuccessKPI vs AmplifAI

  We've evaluated SuccessKPI and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  Touchpoint One Acuity vs AmplifAI

  We've evaluated Touchpoint One - Acuity and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  Genesys vs AmplifAI

  We've evaluated Genesys Cloud and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  PAL Genie vs AmplifAI

  We've evaluated PAL Genie and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, Auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  Observe.AI vs AmplifAI

  We've evaluated Observe.AI and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Buyer's guide

  Five9 Alternatives (2026)

  Compare the top Five9 alternatives across 13 call center software categories covering call routing, quality assurance, AI, coaching, analytics, and performance management.

• Comparison

  Five9 vs AmplifAI

  We've evaluated Five9 and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• News

  AmplifAI Named Automation Solution of the Year at the 2026 CCW Excellence Awards

  AmplifAI was named Automation Solution of the Year at the 2026 CCW Excellence Awards and was a finalist for Workforce Innovation of the Year, recognized for performance enablement that manages AI agents and live teams in one unified AI-powered performance system.

• News

  Call Center KPI Benchmarks By Industry (2026)

  Compare 2026 call center KPI benchmarks across 11 industries including CSAT, FCR, handle time, cost per contact, and attrition against CMP median data. See where your contact center stands.

• Video

  The AmplifAI Origin Story

  Sean Minter shares how turning around an enterprise BPO (PRC) became the origin of AmplifAI, a contact center AI platform for CX and performance management built on unified data.

• Comparison

  Cresta vs AmplifAI

  We've evaluated Cresta and AmplifAI across 13 call center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  Level AI vs AmplifAI

  We've evaluated Level AI and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  Verint vs AmplifAI

  We've evaluated Verint and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Comparison

  NICE CXone vs AmplifAI

  We've evaluated NICE CXone and AmplifAI across 13 contact center software categories, including the features and capabilities that matter most to CX leaders. From unified data integration, quality assurance, auto QA, and performance management to AI-powered coaching and operational insights, this evaluation framework will help you understand each platform's capabilities and strategic approach to performance optimization.

• Customer story

  Two Wins on One Platform: How a Global BPO Beat Its Scorecard Competitor With Performance Enablement, Then Cut Team-Leader Task Time Up to 72% With AutoQA

  A leading global BPO put AmplifAI to work across two programs. First, on an advanced tech support account, its performance enablement platform improved the partner-scorecard gap versus a direct competitor by 130% — while lifting customer experience and issue resolution. Then the BPO rolled out AutoQA with a major cloud-storage client, pairing automated quality scoring with AI-assisted team-leader workflows to cut gameplan prep by 72%, coaching prep by 62%, and monthly performance reviews by 36%.

• Buyer's guide

  Cresta Alternatives

  Compare Cresta alternatives across 9 call center software categories, with vendor reviews, feature comparisons, limitation mapping, and evaluation criteria.

• Customer story

  How a Leading National Home Improvement Retailer Built Enterprise-Wide Performance Management Across Care, Sales, and BPO Partners

  How a leading national home improvement retailer scaled AmplifAI from an 80-agent care pilot into the enterprise-wide performance management layer for 10,000+ users — including outsourced BPO partners — and is now extending the same system to power Auto QA and Customer Analytics across sales and service operations.

• Customer story

  How a Global Health & Wearable Technology Brand Is Automating QA for 46,000 Monthly Interactions, Including Their AI Chatbot

  A leading health and wearable technology company chose AmplifAI to automate quality assurance across human and AI-powered chatbot interactions, while cutting supervisor coaching prep time by 80% and returning roughly 110 supervisor hours every month to live floor coaching.

• Video

  Turn Top Performers Into a Platform Everyone Else Can Run On

  Turn every individual into a top performer with AmplifAI's AI-driven performance and CX management platform. Unify data, coach smarter, scale outcomes.

• Article

  AI Agents Aren’t Replacing Human Agents in Customer Service Yet

  AI agents aren't replacing human agents in customer service. Sean Minter, CEO and Founder of AmplifAI shows where AI agent ROI lives, and how to manage AI and human agent performance across QA, coaching, compliance, and CX outcomes in one connected model.

• Guide

  AI Performance Coaching and Workforce Optimization

  See how AmplifAI turns contact center performance data into AI-driven actions, measurable coaching, and workforce optimization at scale.

• Guide

  AI-Driven Performance and CX Transformation

  Download the AmplifAI Platform Overview Guide to connect quality, CX insights, coaching, and performance improvement in one AI-driven system.

• Guide

  AI-Driven Quality Intelligence, Automation and Continuous Improvement

  AI-Driven Quality Intelligence, Automation and Continuous Improvement

• Guide

  AI-Powered Customer Experience Intelligence and Action

  AI-Powered Customer Experience Intelligence and Action

• Customer story

  Bending Time: How a National Passenger Airline Doubled Frontline Productivity by Reinvesting Coaching Time

  A leading national passenger airline's ~100-agent, part-time, fully remote contact center pitched AmplifAI as time-reinvestment, not ROI — and used the recovered capacity to double frontline productivity, lift CSAT 15–20%, and halve the time team leads spent on manual back-office work.

• Customer story

  Driving Performance Through Automation, Coaching, and Analytics

  A regulated financial services & insurance provider replaces fragmented Monday-morning data prep with unified performance management — reclaiming 4-6 hours of weekly manager time, promoting 7 agents in the first three months, and turning audit prep from weeks into hours.

• Customer story

  How AI-Driven Coaching Lifted Sales Conversion and Cut Handle Time at a Top US Insurance Carrier

  A leading national insurance carrier with ~1,500 frontline agents across blended in-house and BPO operations used AmplifAI's coaching effectiveness measurement and AI-driven Next Best Actions to lift sales conversion 7%, reduce AHT 5%, and give every frontline manager roughly 6 hours per week back.

• Customer story

  Show Me the Numbers: How a National Financial Services Contact Center Unified Performance Management Across BPOs and Internal Teams

  A national financial services contact center unifies performance management across internal teams and BPO partners in Mexico and Jamaica — replacing siloed tools and scattered coaching with a single platform for metrics, accountability, and real-time coaching.

• Customer story

  SSM Health: How Unified Performance & Coaching Cut Write-Offs 55% and Lifted Productivity 64%

  When SSM Health transitioned its revenue-cycle teams to remote work, siloed data and lost visibility started to show up as climbing write-offs. Unified performance, prescriptive coaching, and in-the-flow recognition turned the operation around — 55% fewer write-offs in 90 days and a 64% productivity lift over four months.

• Customer story

  Telecom & Communications: Coaching Effectiveness That Drives Speed-to-Proficiency and Expands Span of Control

  A leading national telecom and communications provider replaced 100+ hand-assembled reports with a single performance platform — expanding supervisor span of control 25–30% and turning coaching from a time-consuming prep exercise into a measurable, effective, and targeted conversation across service and sales.

• Customer story

  Theme Park & Destination Hospitality: Building a Premium Upsell Culture on Unified Performance & Coaching

  A leading national theme park and destination hospitality brand was running a sophisticated, experience-driven upsell operation on fragmented tooling — supervisors each built their own spreadsheets. Unified data, consistent performance management, and a coaching-first culture gave every leader the same playbook and reclaimed roughly a day a week per supervisor.

• Customer story

  Trust but Verify: How a Leading Regional Credit Union Improves Member Conversations Across Every Channel

  A leading regional credit union with 20+ branches uses automated QA to verify that every member interaction — from phone calls to ITM video sessions to branch conversations — delivers on a people-first service philosophy.

• Buyer's guide

  NICE CXone Alternatives

  Compare NICE CXone alternatives across 13 call center software categories, with vendor reviews, feature comparisons, limitation mapping, and evaluation criteria.

• Buyer's guide

  10 Best Call Center Analytics Software (2026)

  Compare the 10 best call center analytics software of 2026 by analytics types, features, data access, workflow connection, and outcome measurement.

• News

  AmplifAI and TTEC Collaborate to Advance AI-Driven Performance Through TTEC Perform™

  Press Release: TTEC Performs™’ AI-enabled platform for automated QA, coaching, and performance management validates AmplifAI® as the engine behind enterprise-scale CX operations

• Buyer's guide

  10 Best Call Center Workforce Management (WFM) Software 2026

  Compare the 10 best call center workforce management software of 2026. See side-by-side WFM software types, feature, and evaluation criteria including forecasting accuracy, scheduling flexibility, data portability, and total cost of ownership to find the right call center workforce management software for your contact center.

• Buyer's guide

  10 Best Contact Center as a Service (CCaaS) Software (2026)

  Compare the 10 best Contact Center as a Service (CCaaS) software of 2026. See side-by-side CCaaS types, features, best-fit use cases, and considerations to find the right deployment for your contact center

• Video

  AmplifAI The AI-Powered Contact Center Platform

  AmplifAI is the AI-powered platform for contact center performance, automated QA, coaching, CX intelligence, and gamification, built for enterprises and BPOs managing hundreds to tens of thousands of agents.

• Buyer's guide

  8 Best Call Center CRM Software (2026)

  Compare the 8 best call center CRM software of 2026 across six CRM types, 11 feature criteria, and evaluation dimensions including data integration openness, AI maturity, and total cost of ownership for contact center deployments.

• Buyer's guide

  Best Call Center Software (2026)

  Compare the best call center software of 2026 across 12 categories and six layers, from CCaaS and AI to QA, coaching, and customer insights.

• Buyer's guide

  10 Best Customer Insights Software (2026)

  Compare the 10 best customer insights software in 2026. See side-by-side feature comparisons, customer insights software types, best fit, and use cases to help you find the right vendor.

• Webinar

  AI Budgeting Strategies for 2026: Securing ROI when Buying Contact Center AI

  AI Budgeting Strategies for 2026: Securing ROI when Buying Contact Center AI

• Article

  Accelerating AI Integration: The Secret to Velera's Contact Center CX Efficiency

  How Velera transformed 2,400 agents across 4,000+ credit unions through strategic AI adoption—starting with fixing the foundation first.

• Article

  Quality Assurance Is Dead. Conversation Intelligence is the Future.

  Why traditional QA forms limit understanding, how AI is transforming contact centers, and what leaders should prioritize when evaluating technology.

• News

  What Gaming Companies Really Need: Trust, Safety, and a Partner Who Gets It

  Inside my conversations with leading video game companies about player behavior, QA transformation, and why customer success partnerships matter more than features.

• Buyer's guide

  10 Best Contact Center AI Software Platforms (2026)

  Compare the 10 best contact center AI software vendors in 2026 by AI types, feature coverage, data access, limitations, and evaluation criteria.

• Webinar

  Don't Gamble with Compliance: Why Auto QA is Better than DIY

  Don't Gamble with Compliance: Why Auto QA is Better than DIY

• Webinar

  Unlocking Retail Loyalty: Auto QA Boosts Satisfaction

  Unlocking Retail Loyalty: Auto QA Boosts Satisfaction

• Buyer's guide

  9 Best Call Center Speech Analytics Software (2026)

  Compare the 9 best call center speech analytics software in 2026. See speech analytics types, features, use cases, vendor fit, limitations, and side-by-side comparisons.

• Webinar

  Stop Sampling, Start Listening: Auto QA that Drives Performance

  Stop Sampling, Start Listening: Auto QA that Drives Performance

• News

  AmplifAI Raises $33.7M to Power High-Performing Human Teams and AI Agents Driving the Future of Customer Experience

  AmplifAI raises $33.7M in Series B funding, led by CVS Health Ventures, to scale it's AI-first platform—uniting AI agents and human teams to elevate performance, reduce friction, and transform every customer interaction.

• Video

  Auto QA for Insurance CX Leaders

  Auto QA for Insurance CX Leaders

• Webinar

  The Surprising Problems Contact Center Leaders Don't See Coming

  This resource explores three often-overlooked challenges in contact centers - silent attrition, missed accountability, and forecasting illusions - and offers expert insights on how to address them before they impact performance and customer experience.

• Video

  AI Auto QA | Video Overview

  AI Auto QA | Video Overview

• Webinar

  Contact Center AI Demo Day: AmplifAI Demo

  See how AmplifAI's AI-driven platform simplifies performance tracking and coaching by delivering personalized insights and actionable data for agents and supervisors alike in this Contact Center AI Demo.

• Webinar

  Contact Center AI Demo Day: Quiq Demo

  In this Contact Center AI Demo, discover how Quiq's agentic AI is revolutionizing customer service by enabling seamless, context-driven conversations without the limitations of traditional decision trees.

• Webinar

  Contact Center AI Demo Day: Sanas Demo

  Experience how Sanas improves communication clarity while preserving the unique accents and personalities of global customer service teams in this Contact Center AI Demo.

• Webinar

  Contact Center AI Demo Day: SymTrain Demo

  In this Contact Center AI Demo, see how SymTrain's immersive simulations and real-time coaching are transforming agent performance in customer service with actionable insights and seamless integrations.

• Webinar

  Contact Center AI Demo Day Recap

  In this Contact Center AI Demo Day session, leaders from AmplifAI, SymTrain, Sanas, and Quiq explore how modern AI tools enhance agent performance, coaching, QA, and customer outcomes.demoday-

• Guide

  AI Adoption in Call Centers: Why Platforms Sit on Shelves (and Why AmplifAI Doesn’t)

  AI Adoption in Call Centers: Why Platforms Sit on Shelves (and Why AmplifAI Doesn’t)

• Webinar

  AI in Your Customer Experience: Where to Start

  Discover expert insights from AmplifAI’s latest webinar on using AI to empower agents, improve coaching, and unify data for real CX results.

• Customer story

  How a Global Financial Tech Firm Unified Quality and Performance — and Unlocked Millions in Value

  This global leader in financial services and payments innovation was managing performance and quality in silos. QA processes operated inside a legacy variance system.

• Customer story

  Using Customer Support Insights to Improve Product Sales

  A retail brand was receiving frequent support inquiries about a specific product, and the product team lacked clear insights into what was driving those calls or how to improve the customer experience.

• Article

  Contact Center AI Buyers Guide 2026

  Contact center AI buyers guide covering why AI deployments fail, how to evaluate your AI readiness, and the five types of contact center AI from leader-facing and agent-facing through customer-facing and CCaaS-bundled.

• Webinar

  AI + Human: The New Power Duo in Customer Experience - AI for CX Summit

  In this AI for CX Summit session, Infinite Green and AmplifAI explore how humans and AI can co-lead transformation across contact centers and CX strategy.

• Webinar

  AI-Ready Data: Unlock Business Value with Intelligent Data Strategies - AI for CX Summit

  In this AI for CX Summit session, Mike Stute and Chris Moffett (Cloud Communications Group) join AmplifAI to break down intelligent data strategies for AI readiness.

• Webinar

  Amplify the E3 Effect: How AI Supercharges Human-Centered Performance - AI for CX Summit

  In this AI for CX Summit session, Daniel Roth (PangeaEffect) and Daniel Pryfogle (Signal Hill) join AmplifAI to share how AI strengthens human-centered CX.

• Webinar

  Left of Ask vs Right of Ask: AI Timing That Drives CX Results – AI for CX Summit

  In this AI for CX Summit session, Matrix Networks and AmplifAI explore how AI timing, before and after customer contact, shapes CX strategy and performance.

• Webinar

  Trusted Advisors vs RFPs: AI for CX Summit

  In this AI for CX Summit session, Vic Pepe (D&M Enterprise) and Andrew Pryfogle (Avant) join AmplifAI to explore why trusted advisors outperform outdated RFPs.

• Webinar

  AI Readiness, Today and your Future: AI for CX Summit

  In this AI for CX Summit session, Fred Stacey (Cloud Tech Gurus) and Ryan Vaughn (Nextiva) join AmplifAI to define what AI readiness means, today and long term.

• Webinar

  From Hype to Help - Evaluating and Applying AI Where It Matters in CX: AI for CX Summit

  In this AI for CX Summit session, Nick Richards of CXponent and AmplifAI share how to evaluate AI tools, prioritize CX outcomes, and scale success.

• Webinar

  How AI is Revolutionizing CX - AI for CX Summit

  In this AI for CX Summit session, Dan Gingiss (The Experience Maker) joins AmplifAI to explore how AI is reshaping the customer journey, from personalization to trust.

• Webinar

  How is Performance Management Falling Short: AI for CX Summit

  Discover how AI is reshaping contact center performance management. In this AI for CX Summit session, experts from Intelication and AmplifAI reveal data-first coaching, gamification strategies, and how to measure what actually drives agent improvement.

• Webinar

  Types of AI for CX, Your Starting Point: AI For CX Summit

  In this AI for CX Summit panel, AmplifAI, Sanas, and Avant share how to align AI types to CX goals, and where to begin without over-engineering the strategy.

• Customer story

  Unified by Data, Driven by Coaching: How a Financial Services Leader Aligned CX Agents, Leaders, and BPOs

  The center supported a high-volume, multi-tiered customer service model. Roughly 90% of interactions were handled by Tier 1 BPO partners in Mexico and Jamaica, while Tier 2 escalation and back-office work was managed internally.

• News

  Why On-Premise AI for Auto QA Is Becoming Non-Negotiable in Financial Services

  AI for quality assurance doesn’t have to mean sending data outside your walls. Learn why on-premise AI is the new standard for financial service CX.

• Webinar

  The Art of Data-Driven Coaching: Building a Team of Top Performers

  Unlock the power of data-driven coaching with CX expert Lakysha Laing in 'The Art of Data-Driven Coaching - Building a Team of Top Performers.' Discover how to move beyond reactive coaching, leverage AI-driven insights, and create a culture of high performance. Watch the webinar replay now!

• News

  Contact Center Management: The Definitive Guide for 2025

  Discover how unified contact center management boosts efficiency, engagement, and retention. Learn actionable strategies for overcoming fragmented systems and unlocking team potential with AI-driven solutions.

• News

  100+ Generative AI Statistics You Need to Know in 2026

  100+ Generative AI Statistics for 2026 with the latest data on gen AI adoption, ROI, agentic AI in customer service, implementation challenges, and future growth from Gartner, McKinsey, Cisco, and MIT.

• Article

  Call Center Compliance: Regulations, Challenges and Best Practices (2026)

  Call center compliance regulations, challenges, and best practices for 2026. Covering 15 regulations including HIPAA, TCPA, CCPA/CPRA, and GDPR, with software evaluation criteria from the 2026 CMP Research Prism for Automated QA/QM.

• Article

  Customer Insights: Turning Analytics Into Actions

  Learn all about customer insights. How they work, challenges, history and how AI is poised to turn customer insights into action.

• Article

  Agent Coaching: Best Practices, Challenges & Solutions

  Learn the agent coaching best practices, common challenges and solutions. Explore how AI capabilities support contact center leaders to deliver exceptional coaching outcomes.

• Article

  Speech Analytics in Call Centers: From Data to Action

  Learn how speech analytics transforms call center data into actionable insights and how to leverage it for improved agent performance, enhanced customer experience, and optimized operations.

• Article

  Call Center Gamification: How It Works, and Why It Matters

  Discover how call center gamification drives agent engagement, improves customer experience, and boosts operational performance. Learn key elements, benefits, and risks to building a winning strategy.

• Article

  AI Coaching in Call Centers: AI-Led vs AI-Enabled Coaching

  Compare AI-led and AI-enabled coaching in call centers, understand how each AI Coaching approach works, and see which drives lasting agent performance.

• Article

  Transformation of Customer Experience in Financial Services

  Discover how AI is transforming customer experience in financial services and how leading institutions boost their bottom line by building up their frontline.

• News

  Insights on the Gartner® Hype Cycle™ for Workforce Transformation 2024

  Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.

• Article

  Call Center Turnover: Causes, Formulas, and Strategies to Reduce It

  Call center turnover: learn the causes, formulas and strategies to improve agent attrition from industry experts. Listen to the song the Agent Attrition Blues.

• Article

  The Service Recovery Paradox

  Explore the Service Recovery Paradox phenomenon, the definition, the science, real-world examples, how to measure it, and how to optimize your team to capitalize on those moments of service failure and turn them into moments of triumph.

• News

  50+ Gamification Statistics You Need to Know in 2026

  50+ gamification statistics showcasing gamifications impact on employee productivity, customer engagement, and business growth, sales performance, learning and development.

• E-book

  The Connection Between Real-Time Assist, Conversational Intelligence, QA Automation and AmplifAI

  The Connection Between Real-Time Assist, Conversational Intelligence, QA Automation and AmplifAI

• Article

  Call Center Quality Management: The Complete Guide (2026)

  The 2026 guide to call center quality management, covering the frameworks connecting QA scoring, coaching, compliance monitoring, and agent development into one continuous process, plus best practices and software categories making quality management work at scale.

• Webinar

  How CX Leaders Bend Time and Space: Creating a Culture of Accountability in Your Contact Center

  Learn how Jeremy Hyde Top CX Leader and Senior Director of Customer Service at Sun Country Airlines bends time and space to foster a winning culture of accountability and practical steps to apply these strategies in your own contact center operations.

• Article

  Call Center Manager Job Interview Questions

  Call center manager interview questions and answers. This comprehensive guide covers everything you need to know to impress hiring managers and secure the role.

• Article

  Cultivating Emotional Intelligence in Your Workplace

  Learn how to cultivate emotional intelligence (EQ) within your organization, measure its impact, and leverage the insights from our "EQ in Your HQ" webinar to create a more emotionally aware and successful workplace.

• Buyer's guide

  10 Best Call Center Performance Management Software (2026)

  Compare the 10 best call center performance management software in 2026. See performance management software types, features, use cases, vendor fit, limitations, and side-by-side comparisons.

• Webinar

  How to Cultivate Emotional Intelligence to Optimize Customer Experiences

  Michael Mattson is recognized as one of the top voices in CX. Learn how he gets executive buy-in to promote emotional intelligence and actionable steps for you to do the same.

• Article

  140+ Customer Service Statistics You Need to Know in 2026

  140+ Customer Service Statistics for 2026. AI adoption, agent experience, QA, CX leadership, and customer expectations data with sources and analysis.

• Article

  Call Center Analytics: What They are and How to Use Them in 2026

  Learn how call center analytics work in 2026, from data sources and analytics types to the software that connects data to coaching, performance, and customer outcomes.

• Buyer's guide

  12 Best Call Center Quality Assurance (QA) Software 2026

  Compare the 12 best call center quality assurance (QA) software in 2026. See side-by-side feature comparisons, types, evaluation criteria, and use cases to find the right call center QA software.

• Article

  Call Center Productivity: Ultimate Guide to Metrics, and Strategies (2026)

  14 call center productivity metrics with formulas, benchmarks, root causes of low productivity, and how AI reshapes performance management in 2026.

• Customer story

  How the Top 5 Financial Institution achieved a $380K savings across 300 agent pilot, while reducing AHT and improving NPS

  Leading financial services enterprise cut call times by 14 seconds and saved $380K annually with AI-powered agent coaching. They improved customer experience and agent efficiency.

• News

  Top 50 Customer Service Leaders 2025

  Discover the Top Customer Service Leaders of 2025 and learn how they amplify CX for exceptional results.

• Webinar

  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.

• Buyer's guide

  7 Best Call Center Gamification Software Tools (2026)

  Compare the 7 best call center gamification software vendors in 2026 by features, reward flexibility, coaching connection, and performance data access.

• News

  Unlocking Leadership and Empathy in Customer Experience

  In this exclusive interview, Adrian, VP of Sales at AmplifAI, shares his journey, highlighting the pivotal moments and challenges that have shaped his leadership style. Discover how his commitment to continuous learning and empathy serve as powerful tools for driving change in the customer experience (CX) industry.

• Article

  Improving Customer Experience With Visual Content

  Harness the power of visual storytelling to connect deeply with your audience. Through videos, graphics, and illustrations, showcase your products and highlight your brand's values and objectives.

• Article

  Call Center Leader Job Interview Questions

  Get ready for your call center leadership interview with expert-backed questions and response strategies. Learn how to showcase leadership, problem-solving, and strategic decision-making.

• News

  How AmplifAI Elevates Customer Experience (CX)

  Join Dennis Wakabayashi, renowned as the 'Global Voice of Customer Experience', and Sean Minter, CEO of AmplifAI, as they explore how AmplifAI is revolutionizing the call center landscape with innovative AI-driven solutions.

• News

  Insights on the Gartner® Hype Cycle™ for Hybrid Work: Everyday AI Transforming Contact Centers

  Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.

• Customer story

  BPO Wins Exclusive Contract and Increases Business Volume 70%

  Global BPO transforms customer support with AmplifAI, enhancing efficiency and satisfaction. Expertise in multi-channel support meets AI-driven coaching and analytics, yielding significant performance improvements, reduced training time, and increased business volume.

• Customer story

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

  Global BPO enhances food delivery service's customer support with AmplifAI. By deploying over 3,000 agents, they streamline support processes, optimize supervisor productivity, and achieve significant cost savings, leading to improved agent quality scores and reduced average handle times.

• Customer story

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

  Leading BPO boosts telecom's customer experience with AmplifAI, outperforming competitors in Sales Close Rate (SCR). Specializing in full-service CX solutions, they leverage AI software for efficient onboarding and enhanced coaching, significantly increasing SCR and securing new business.

• Article

  Takeaways | A Day in the Life of an AI-Enabled Team Leader

  Learn how modern contact centers are harnessing the dual strengths of AI and human-centric leadership to set the pace in an ever-evolving industry.

• Webinar

  A Day in the Life of an AI-Enabled Team Leader

  A Day in the Life of an AI-Enabled Team Leader

• News

  Insights on the Gartner® Hype Cycle™: Everyday AI Transforming Contact Centers

  Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.

• Customer story

  US retailer shrinks AHT and drives agent productivity with AI-enabled coaching

  A major retailer's Online Sales & Support team celebrates success with AmplifAI. Post-implementation, they refined performance metrics, resulting in a 37% reduction in outbound calls and an 8% decrease in average handle time, demonstrating the effectiveness of targeted coaching and metric realignment.

• Customer story

  How Thrasio Consistently Delivers Exceptional Customer Service for 190+ Brands

  Thrasio revolutionizes customer experience for 190+ brands with AmplifAI and NXT Generation Training. Their strategic approach results in a 600% increase in monthly coachings, over 71% reduction in First Reply Time, and 58% improvement in Full Resolution Time, enhancing support for a vast product range.

• Customer story

  AmplifAI Saves BPO Frontline Managers 13+ Hours a Week

  The BPO's implementation of AmplifAI for Zillow's call support services revolutionizes efficiency, saving 68 hours weekly for team managers. Enhanced processes not only meet KPI goals but also improve employee experience, demonstrating AmplifAI's transformative impact in optimizing call center operations.

• Customer story

  BPO Surpasses Zillow's QA, Win Rate, AHT, + ART Targets with AmplifAI

  Zillow's exceptional sales support and customer care is powered by a global BPO using AmplifAI. The AI software leads to a 5x increase in coaching sessions, 40% more efficient coaching, improved QA, win rates, and reduced handle and resolution times, showcasing significant performance enhancements.

• Article

  Average Handle Time: Strategies for Improving AHT in Your Call Center

  Improve Average Handle Time in your call center with expert strategies. Learn to calculate Average Handle Time (AHT), set benchmarks, and improve efficiency without sacrificing quality. Master AHT for better customer satisfaction and operational success.

• Article

  First Call Resolution: Best Practices for FCR Improvement

  Gain insights into strategies for improving your call center's First Call Resolution rates, sidestepping common mistakes, and leveraging AI Coaching software for transformative results.

• Customer story

  BPO Makes Significant Gains in Lumen's AHT & FCR with AmplifAI

  Lumen's customer experience significantly advances with a BPO's use of AmplifAI, achieving 67% improvement in coaching effectiveness and remarkable gains in first-call resolution and average handle time. This AI-driven approach propels both Lumen and the BPO towards surpassing key performance goals.

• Webinar

  Executive Strategies to Elevate Performance Management & Coaching Effectiveness | COPC

  Executive Strategies to Elevate Performance Management & Coaching Effectiveness | COPC

• Article

  Takeaways | Executive Strategies to Build a High-Performance Culture at Your Call Center

  Learn how call center leaders are implementing effective, results-driven coaching, nurturing agent commitment, & employing rigorous measures to assess the effectiveness of feedback.

• Article

  11 Ways AI Will Revolutionize Call Center Coaching – As Told by The Simpsons

  Explore the transformative power of AI in call center coaching – with some help from The Simpsons. From real-time feedback to personalized training, AI enhances coaching effectiveness and drives exceptional customer experiences.

• Article

  Fatherly Advice: 10 Lessons for Effective Call Center Coaching from TV & Movie Dads

  Discover humorous and unexpected insights for effective call center coaching from some of our favorite TV and movie dads.

• Article

  The Pros & Cons of Real-Time Agent Assist in Contact Centers

  Discover the pros and cons of Real-Time Agent Assist in your contact center. Learn how to leverage Real-Time Assist tools while still maintaining the essential human touch your customers need.

• Article

  ­AI – The Answer to Lower Costs & Higher Efficiency in Call Centers

  AI is revolutionizing call centers, streamlining operations, and enhancing customer experiences. See how it's used to efficiently manage queries, train agents, and reduce errors, lead to a more profitable contact center.

• News

  EY Announces Sean Minter as a 2023 Entrepreneur of the Year® Southwest Award Finalist

  Ernst & Young LLP (EY US) today announced that CEO and Founder, Sean Minter of AmplifAI was named an Entrepreneur Of The Year® 2023 Central Plains Award finalist!

• E-book

  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.

• Article

  Creating a Culture of Performance Enablement – An Interview with Iterum’s COO

  Learn how Iterum is delivering an exceptional experience for their clients and boosting their teams’ performance in our recent interview with Juan Lopez, COO.

• Article

  7 Cost-Savings Benefits of Good Coaching for Contact Centers

  Is your call center trying to save money? Invest in your coaching program. This infographic shows 7 ways good coaching can positively impact your ROI.

• Webinar

  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

• Webinar

  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.

• Customer story

  Sagility Improves Coaching Efficiency & Exceeds NPS Target

  Sagility enhances customer experience for a major health insurance company with AmplifAI, increasing coaching effectiveness by 30% and exceeding NPS targets by 7.6% during the challenging Open Enrollment period. This approach showcases Sagility's commitment to top-tier BPM services and technology utilization.

• Article

  Call Center Coaching Feedback: Examples, Best Practices

  Examples of effective call center coaching feedback, tips and best practices for delivering feedback to agents, common coaching feedback mistakes (and how to avoid them), the benefits of delivering coaching feedback the right way.

• Article

  12 Resources for Contact Center Leaders to Build Smarter Teams

  Now is a great time to get started on your goals for the coming year. Check out this list of 12 blogs, podcasts, books, and more to help contact center leaders, supervisors, and associates tackle the challenges that might be coming in 2023. 

• Webinar

  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.

• Article

  5 Tips to Improve Contact Center Efficiency

  How can you improve efficiency during an economic downturn? It starts with data analysis, optimizing customer experiences, streamlining processes, adapting to change, and supporting and training your call center employees.

• Article

  4 Tactics for Building a Culture of Improvement in Your Contact Center Team

  A daily gameplan has been created to help others lead like the best, based on the actions of top talent from the previous year. The plan includes activities such as coaching, recognition, sharing best practices, and having fun with the team, and aims to show that focused, consistent action creates results.

• Customer story

  BPO Harnesses Performance Enablement Technology to Replicate Top Performers at Scale

  Read this case study on BPO website to see how precision coaching, recognition, and self-learning actions are raising performance metrics and net promoter score (NPS) to dramatically improve the BPO's overall customer experience (CX).

• E-book

  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.

• News

  AmplifAI to Enable Frontline Performance for Iterum Connections

  Iterum selects AmplifAI as preferred provider of performance enablement enabling Iterum to replicate top performers, drive better employee engagement, and deliver higher quality customer experiences.

• News

  AmplifAI Earns Frost & Sullivan’s 2022 Competitive Strategy Leadership Award

  We are excited to announce that AmplifAI earned Frost & Sullivan’s 2022 Competitive Strategy Leadership Award for Its Advanced Performance Enablement Solutions.

• E-book

  The Ultimate Contact Center Coaching Toolkit

  Equip your team leaders with practical coaching frameworks, proven strategies, and expert insights to improve agent performance and unlock real contact center productivity.

• News

  iQor Selects AmplifAI AI-Driven Performance Enablement Platform

  iQor announced today its selection of the AmplifAI AI-driven performance enablement platform.

• Customer story

  BPO Drives 9% Increase to Agent Productivity & Billing Utilization

  A contact center BPO significantly enhances productivity and supervisor efficiency using AmplifAI. By monitoring critical metrics and improving coaching competencies, they offer better service to clients, saving time and money, and fostering a culture of performance optimization.

• Customer story

  PREMIER Bankcard Increases Total Dollars Collected by Improving Collector Performance & Productivity

  PREMIER Bankcard enhances collections with AmplifAI, achieving a 3.4 point increase in DPH and an annualized impact of $5.8 million. AmplifAI's AI-driven platform streamlines performance tracking and coaching, leading to substantial productivity gains and more effective supervisor engagement.

• News

  AmplifAI Launches New Channel Partner Program

  We are excited to announce the launch of a new channel partner program aimed at furthering our commitment to the channel and driving increased revenue

• Article

  AmplifAI Announces Customer Care Experts Reveal Secrets To Superior Performance

  AmplifAI's CEO will lead a discussion with industry titans at Customer Contact Week 2022 Event in Las Vegas.

• Customer story

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

  The University of Miami Health System, UHealth, enhances patient communication and appointment efficiency using AmplifAI. With tailored solutions for agents, managers, and executives, they significantly improve patient experience and service, leading to more effective healthcare delivery.

• Customer story

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

  Arise, in collaboration with AmplifAI, revolutionizes new hire onboarding for a renowned online hospitality and tourism brand, achieving faster proficiency and improved customer service. This approach, focused on micro-learnings and personalized coaching, leads to more efficient onboarding and enhanced customer satisfaction.

• Customer story

  Doubled Sales Appointments for Sonic Automotive

  Sonic Automotive significantly boosts dealership visits with AmplifAI, nearly doubling daily sales appointments. This achievement showcases their commitment to enhancing customer experience and sales processes, emphasizing the impact of innovative AI-driven performance management in a competitive industry.

• Customer story

  Global BPO Increased Top Performers by 127%

  Major Canadian telecommunications provider, leverages AmplifAI to enhance agent performance and customer satisfaction. The tailored coaching and micro-learning strategies lead to consistent improvements in key metrics, demonstrating the value of integrated coaching and learning tools in a dynamic business environment.

• Customer story

  BPO Increased Net Dials Per Hour and Average Payment in 90 days

  A Global BPO, with two major financial clients, significantly boosts productivity and collections using AmplifAI. The intelligent AI-powered platform enhances coaching effectiveness, automates workflows, and leads to a 12% increase in average payments within three months, marking a notable shift in operational efficiency and performance management.

• Customer story

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

  Top 3 North American Telecom, via a BPO, achieves remarkable performance improvement with AmplifAI. This strategic implementation addresses client scorecard challenges by alerting supervisors of negative surveys and recommending targeted coaching, leading to substantial gains across two sites.

• Customer story

  Global healthcare business process leader improves retention by 12%

  Global healthcare BPM leader significantly reduces attrition rates and increases associate engagement with AmplifAI's performance enablement solution. This strategic implementation leads to a 12% improvement in retention, translating to an annual financial benefit exceeding $1.5 million.

• Customer story

  Health Insurance leaders increased weekly coaching time by 40%

  Fortune 500 Health Insurance Provider significantly improves supervisor efficiency with AmplifAI. By centralizing KPIs and automating coaching tasks, they save an average of 3 hours per day, enabling supervisors to focus more on empowering frontline associates and enhancing overall team performance.

• Customer story

  Increased NPS by 20% in first 90 days post onboarding

  Top 10 US Health Insurer boosts patient loyalty and satisfaction using AmplifAI, focusing on replicating high-performing agent behaviors. This strategy enhances NPS attainment and streamlines coaching, resolving challenges of remote workforce management and inconsistent coaching practices.

• Customer story

  Insurance leaders increased supervisor productivity by 40%

  Fortune 500 Insurance Provider enhances supervisor productivity and agent coaching with AmplifAI. This solution optimizes supervisors' time, brings consistency in actions, and saves an average of 3 hours per day through role-based dashboards and auto-generated coaching actions, significantly improving team performance.

• Customer story

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

  Top 3 Travel Brand, via a BPO, significantly enhances new hire onboarding and agent performance using AmplifAI. Their AI-driven process delivers tailored micro-learning content, improving speed to proficiency and customer satisfaction, and achieving continuous improvement in daily problem-solving metrics.

• News

  EY announces Sean Minter as Entrepreneur of the Year Finalist

  Ernst & Young LLP (EY US) today announced that CEO and Founder, Sean Minter of AmplifAI was named an Entrepreneur Of The Year® 2022 Central Plains Award finalist!

• News

  AmplifAI Announces Investment from Breyer Capital

  AmplifAI, the leading People Enablement Platform for employee-focused enterprises, today announced that Breyer Capital has joined the Company’s Series A funding round.

• Article

  Turn the lucky few into the lucky many

  High performers boost the performance of those lucky enough to sit next to them. We've created a way that turns those lucky few into the lucky many.

• Webinar

  How The Home Depot Saves Time and Enables Frontline Teams

  The Home Depot's (THD) Karen Lane sits down with AmplifAI's David Arellano and shares her experience as a data-driven team leader. From powerful performance visibility to remote work connectivity, Karen explores the best parts of modern performance enablement.

• Video

  Next Best Action

  Next Best Action

• News

  AmplifAI Closes $18.5M Series A

  Earlier today, we announced the close of an $18.5 million Series A financing led by Greycroft. We’re excited to add Greycroft to our list of investors – which includes LiveOak Venture Partners, Dallas Venture Capital and Capital Factory.

• Video

  Data Ingestion

  Data Ingestion

• Video

  Data-Driven Coaching and Effectiveness

  Data-Driven Coaching and Effectiveness

• Video

  Data-Driven Gamification and Engagement

  Data-Driven Gamification and Engagement

• Video

  Data-Driven Personas

  Data-Driven Personas

• Article

  Empowering Skill-Building & Performance with a DIY-Learning Culture

  Technology is enabling us to model consumer like-learning and empower our teams to take part in their own self-learning journeys – simultaneously driving engagement and performance, and reinforcing developmental conversations!

• News

  AmplifAI’s intelligent Contact Centre solution gains ground in the UAE through partnership with TouchForce

  We are extremely excited to announce our launch in the GCC with our newest partner Touchforce.

• News

  6 Ways To Prepare Call Center Employees For Difficult Calls

  6 Ways To Prepare Call Center Employees For Difficult Calls: Develop Protocols, Train Employees, Discourage Holding, Allow Compensation, Hold Meetings, Consistent Praise

• News

  AmplifAI Joins Five9s New App Marketplace

  AmplifAI is transforming Five9's Intelligent Contact Center data into automated, effective actions that make managers better leaders and agents higher performers - resulting in improved employee performance, employee engagement and overall customer experience.

• Guide

  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!

• Guide

  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.

• News

  Announcing: AmplifAI is an AWS Partner Network (APN) Partner!

  With the new integration, AmplifAI’s Performance Acceleration Platform transforms real-time call data from Amazon Connect into automated, effective actions that make managers better leaders and agents higher performers

• Article

  Call Center Coaching: 5 Steps to Effectiveness

  Amplifai your call center coaching with our guide on the 5 Key Steps to Coaching Effectiveness. Unlock strategies that blend people, process, and technology for transformational coaching results.

• Guide

  Coaching Remote Workers

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

• Guide

  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!

• Article

  “Own You!”– DIY Learning is Missing Link in Employee Empowerment & Continuous Skill-Building

  Contact center employees both onsite and @home are begging us to give them tools to better perform the jobs we hired them to do! This is what you need to give them...

• News

  Announcing Our Newest Partner, Zendesk!

  We are proud to announce that AmplifAI and Zendesk are collaborating to continuously improve frontline agent and supervisor performance!

• News

  Making People Better: AI Startup AmplifAI Raises $3.9M to Accelerate Market Growth

  Dallas Innovate's David Kirkpatrick writes about our recent seed funding and uncovers how AmplifAI is making people better!

• News

  AmplifAI Raises $3.9M, Its First Outside Funding, For Call Center AI

  A few years ago, Xconomy's Angela Shaw covered our initial Product Launch. Fast forward to 2019 and we're thrilled to have her covering our seed funding announcement

• News

  AmplifAI Secures $3.9M Seed Funding Led by Naya Ventures, LiveOak Venture Partners and Capital Factory

  We are extremely proud to announce our seed funding of $3.9M led by Naya Ventures, LiveOak Venture Partners and Capital Factory

• News

  Dallas-area startup lands $4M to bolster growth as it leverages AI

  Check out the story on our recent funding covered by Brian Womack at the Dallas Business Journal!

• News

  AmplifAI + Arise share Case Study at the Remote Working Summit

  The two-day event put on by Customer Contact Strategies offered thought provoking case studies, breakout sessions, and a handful of technology-sponsor discussions and presentations.

• Guide

  6 Step Performance Coaching Model

  Master performance coaching with our 6-step performance coaching model for call centers. Learn effective techniques to prepare, connect, discuss, plan, commit, and follow through with your team.

• News

  One Night in New Orleans - Customer Response Summit

  Leaders learned from leaders in exceptional keynotes, case studies, and panel events that broadened our perspectives and gave us hope for how we could further transform our operations to deliver on customer-centric visions!

• Guide

  4 Types of Behavior

  We can break down the 4 types of behaviors, and 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. Read along to learn more.

• Guide

  Conversation Structure

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

• News

  5 Trends Changing the Future of Contact Center Performance Management & Training

  Execs in the Know Guest Blog Article and ICMI Featured Contributor Article. Looking at our industry, there are five clear trends that have, and continue to evolve our operational realities. We have to acknowledge and plan for how they affect our frontline Customer Service and Sales teams’ ability to engage, learn and perform.

• Guide

  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.

• Article

  Workforce Optimization: A Systems Thinking Activity

  With all this WFO, why aren't we perfect?I sum it up by saying that Workforce Optimization (WFO) is about...

• News

  Top Takeaways from CRS 2018

  The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!

• Article

  5 Ways Leaders Can Model High-CX Behaviors

  ICMI Featured Contributor Article. To help agents better connect with humans, we need to teach, expect, and measure the use of interpersonal communication and influence behaviors (aka, soft skills!) like warmth, personalization, informality, interest, and caring (aka, empathy!).

• News

  How We Make Your People Profoundly Better

  Discover how we consistently make your people profoundly better!

• News

  The Call Center Coach interviews AmplifAI CEO Sean Minter

  Sean Minter and The Call Center Coach discuss the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance.

• News

  ICMI Expo Orlando was a blast!

  Our first time attendance and exhibition at ICMI Expo in Orlando last month was a great success!

• Article

  3 Ways to Drive Effortless Employee Learning Experiences

  ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?

• News

  NEXT Award Winner

  At the FUND Conference in Austin, TX, AmplifAI was honored as a 2018 ‘Next’ Award Winner!

• Article

  Data Visualization and Engagement: Do Metrics Motivate?

  ICMI Featured Contributor Article. Everyone likes access to data about their performance! But does that drive engagement and effort?

• News

  AmplifAI’s Melissa Pollock honored as one of ICMI’s 2018 Featured Contributors

  ICMI selected our Melissa Pollock, alongside a group of experts from a variety of backgrounds to help educate, inspire and shape the contact center industry.

• Article

  Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices

  ICMI Featured Contributor article. One of the greatest ways we build trust with employees is through review and discussion of their work performance. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!

• Article

  How Technology & Customer Experience Have Changed the Employee Learning Landscape

  Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands - and frontline service representatives have been working hard too, but it's a daunting endeavor for even the most motivated of people!

• Article

  Coaching as Critical Reinforcement to Self-Directed Learning

  The potential for modifying behavior and affecting performance and engagement through coaching is most significant and successful when it is relevant to, and therefore reinforces, formal and informal learning.

• News

  AmplifAI Attending AI Briefing in San Francisco, December 4-5th

  This laser-focused AI Briefing is a great opportunity to discuss how AI-powered bots and AI–virtual/assisted human agents are impacting service strategies with other care leaders that are looking to maximize their strategy or implement it.

• News

  AmplifAI attending ICMI Expo in Orlando, May 21-24 2018

  Don’t lose your momentum! Now’s the time to supercharge your career and transform your contact center. Make it happen at the ICMI Contact Center Symposium.

• News

  ICMI Features AmplifAI's: What Do Millennial's Want?

  ICMI featured "What do Millennial's Want? Unlocking Explosive Millennial Engagement in Contact Centers" on October 10th, 2017.

• News

  What Do Millennials Want?

  What do Millennials want? First, they want empowerment - Millennials want individual autonomy, and flexibility, with accountability for all. They want to do meaningful work, to belong and feel valued, to feel a sense of purpose and hope for what they can achieve, and to develop in their careers.

• News

  5 AI Use Cases in Contact Centers - But What About Supervisors?

  There's a theme within the flurry of articles about AI, a common thread revealing where AI is being leveraged, and where AI appears largely under leveraged.

• News

  AmplifAI Focuses AI Tech on Improved Performance, Morale

  Dallas Innovate's Lance Murray discusses AmplifAI's automated machine learning algorithms to understand the behaviors and actions of a business' best-performing employees, trainers, and managers so that their best qualities can be spread throughout the organization.

• News

  DFW Entrepreneur's Billion-Dollar Long Game: AI-Performance

  Dallas Business Journal's Shawn Shinneman discusses what AmplifAI CEO, Sean Minter, has done before: seen an opportunity, founded a company, built it...

• News

  Press Release: AmplifAI launches new platform to drive AI enabled employee development

  AmplifAI is reinventing the multibillion-dollar field of Employee Development and Performance Management with AI-based technology that allows innovative enterprises to leverage machine learning to improve performance results and service experience.

• News

  Texas wants to prove its startup worth but may lack the money

  Crain's Nicholas Sakelaris engages in a discussion with AmplifAI CEO, Sean Minter, concerning the health of the Dallas start-up ecosystem.

• News

  Your Call Is Important: AI-Based Analytics Come to the Call Center

  Xconomy featured AmplifAI in an article discussing the three technology providers driving AI-powered data-driven solutions that benefit contact center operations.

• Article

  Top 10 Reasons Contact Center Coaching Fails to Improve Customer Experience and Employee Performance

  Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike. Here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

• News

  Deloitte's 2017 Global Call Center Survey

  Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Results shows close to 90% of respondents named 'Improving Customer Experience' as a strategic focus, and all respondents said they are planning to invest in "Emerging Technologies".

• News

  AI Could Liberate 50% of Managers' Time

  AI augments human work - creating efficiency by automating administrative and organization tasks that managers don't have time for, (but without doing, can't be effective), freeing them to spend more time doing the things that humans do best.

• News

  How To Motivate Millennials

  Motivating millennials takes more than flexible work policies!