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Customer Stories

Better Agent Productivity, CSAT, and Additional Revenue for The Home Depot
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How the Top 5 Financial Institution achieved a $380K savings across 300 agent pilot, while reducing AHT and improving NPS
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How Prescott National Bank achieved a 16% FCR improvement and a 17% customer satisfaction increase with employee-centric AI
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CX Takes Flight: This Leading Airlines expanded frontline customer care capacity and generates better AHT and quality scores.
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PREMIER Bankcard Increases Total Dollars Collected by Improving Collector Performance & Productivity
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Chewy Uses Everyday AI to Improve Efficiency & Coaching Processes
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How Thrasio Consistently Delivers Exceptional Customer Service for 190+ Brands
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AmplifAI helped University of Miami Health System increase appointments and conversions by 34%
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Cox Communications Generates $3.2 MM in savings by reducing Handle Time while increasing CX by 13%
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How AI Driven Coaching Improved AHT and Sales Conversion for Top US Insurance Company
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How The Home Depot Saves Time and Enables Frontline Teams
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BPO Wins Exclusive Contract and Increases Business Volume 70%

BPO Wins Exclusive Contract and Increases Business Volume 70%

Agent Productivity
Average Handle Time - AHT
BPO / Outsourcing
Coaching
Customer Satisfaction - CSAT
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BPO Increases Sales Performance by 35% in 4 Months with AmplifAI

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

Agent Productivity
Average Handle Time - AHT
BPO / Outsourcing
Close Rate
Coaching
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BPO 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%

Agent Productivity
Average Handle Time - AHT
BPO / Outsourcing
Quality
Supervisor Productivity
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How The Home Depot Saves Time and Enables Frontline Teams

How The Home Depot Saves Time and Enables Frontline Teams

Retail
Agent Productivity
Supervisor Productivity
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AmplifAI & Retail Client Success Story

AmplifAI & Retail Client Success Story

Agent Productivity
Coaching
Retail
Team Leader
Training
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AmplifAI Saves BPO Frontline Managers 13+ Hours a Week

AmplifAI Saves BPO Frontline Managers 13+ Hours a Week

BPO / Outsourcing
Coaching
Average Handle Time - AHT
Quality
Real Estate
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BPO Surpasses Zillow's QA, Win Rate, AHT, + ART Targets with AmplifAI

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

BPO / Outsourcing
Coaching
Average Handle Time - AHT
Quality
Real Estate
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Advanced Tech Support Call Center Shows Dramatic Performance Improvement with AmplifAI

Advanced Tech Support Call Center Shows Dramatic Performance Improvement with AmplifAI

BPO / Outsourcing
Coaching
Technology
Customer Experience
Customer Satisfaction - CSAT
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BPO Makes Significant Gains in Lumen's AHT & FCR with AmplifAI

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

Average Handle Time - AHT
BPO / Outsourcing
Coaching
First Call Resolution - FCR
Media & Communications
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Sagility Improves Coaching Efficiency & Exceeds NPS Target

Sagility Improves Coaching Efficiency & Exceeds NPS Target

Agent Productivity
Healthcare
Coaching
Net Promoter Score - NPS
Supervisor Productivity
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BPO Harnesses Performance Enablement Technology to Replicate Top Performers at Scale

BPO Harnesses Performance Enablement Technology to Replicate Top Performers at Scale

Agent Productivity
BPO / Outsourcing
Coaching
Customer Experience
First Call Resolution - FCR
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BPO Drives 9% Increase to Agent Productivity & Billing Utilization

BPO Drives 9% Increase to Agent Productivity & Billing Utilization

Financial Services
Agent Productivity
Billing Utilization
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Global BPO Increased Top Performers by 127%

Global BPO Increased Top Performers by 127%

BPO / Outsourcing
Customer Satisfaction - CSAT
Quality
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Doubled Sales Appointments for Sonic Automotive

Doubled Sales Appointments for Sonic Automotive

Automotive
Number of Appointments Set
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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
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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
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Insurance leaders increased supervisor productivity by 40%

Insurance leaders increased supervisor productivity by 40%

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

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

Financial Services
Net Dials Per Hour
Average Payment
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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
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SSM Health improved agent productivity by 64% over 4 months

SSM Health improved agent productivity by 64% over 4 months

Healthcare
Agent Productivity
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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
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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
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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
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Health Insurance leaders increased weekly coaching time by 40%

Health Insurance leaders increased weekly coaching time by 40%

Insurance
Agent Productivity
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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
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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
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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
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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
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Webinars

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

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.
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EQ in Your HQ

EQ in Your HQ

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.
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5 Ways to Close the Onboarding-to-Production Gap

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
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How to Successfully Drive Performance Enablement in Your Contact Center

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.
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Five Steps to Improve Coaching Effectiveness for Frontline Supervisors

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.
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Coaching Guides

Call Center Coaching: The Comprehensive Guide to Improving Agent Performance

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Improved Call Center, Contact Center Coaching
call center coaching guide
Improving FCR at Your Contact Center or Call Center
Improving Sales at Your Contact Center or Call Center
Coaching Questions

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!
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Commitments for Change

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.
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Coaching Top Performers

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!
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Coaching Remote Workers

Coaching Remote Workers

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

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.
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4 Types of Behavior

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.
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Conversation Structure

Conversation Structure

Discover when to praise strengths, progress and effort. Learn when to address corrective opportunities!
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The Coaching Effectiveness Assessment: Your Key to Improved Performance in Contact Centers

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.
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Brand Assets

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