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Latest Posts

Virtual Interviews with a Human Touch: How EmployBridge Uses Voice AI Now
Joe Hanson
May 19, 2020
EmployBridge moved their call center 100% remote overnight. Here's how they seamlessly did it (and maintain it) with Voice AI.
The Transition Came Fast. Here's How Call Centers are Keeping Agents Engaged and Coached Remotely
Joe Hanson
May 5, 2020
With the sudden shift to 100% remote call centers, new ways of virtual collaboration and coaching are emerging. Here's how.
In Just 48 Hours, Root Insurance Took 150 Agents Remote. Here’s How
Lindsey Plocek
May 4, 2020
We sat down with Chad Hudgins, who leads quality and training for more than 150 customer support agents at Root, to learn how they managed the rapid transition to a 100% remote workforce. 
The Business Case for Voice AI During Remote Call Center Transitions
Swapnil Jain
May 1, 2020
A look at how remote call centers are using Voice AI to stay connected, productive, and compliant while working from home.
From Reactive to Proactive: How QA and Compliance is Changing in Call Centers
Joe Hanson
April 15, 2020
Armed with speech analytics and other voice technology platforms, the QA analyst role is evolving, especially in their relationship with compliance and legal. Processes have shifted from reactive to proactive. And it's changing the way calls are analyzed, teams are structured, and agents are coached.
Why Contact Centers Struggle to Handle Call Surges—And What to Do About It
Gabi Contreras
March 31, 2020
When times get tough and support lines are ringing off the hook, contact center efficiency plays an important role in mitigating the impact of call surges. As we’ve seen recently, even high performing teams are vulnerable to sudden disruptions in the economy and workforce.Unfortunately, things like outdated technology, time-consuming processes, and a lack of training or incident response plans cause some contact centers to struggle harder than others. 
The Magnitude of Human-to-Human Interaction in a Time of Distress
Sharath Keshavanarayana
March 26, 2020
Sometimes it's the simple things that make a massive impact: a heartfelt greeting, an empathetic "how are you," or a soulful "thank you for calling." These moments elevate the customer experience, because no matter how much we try to automate, a real human with a real voice is what people want to hear no matter the wait, no matter the cost and inefficiencies that might come along with it.
Supervisor Escalations: What They Are, Why They Matter, and How to Handle Them
Joe Hanson
March 25, 2020
A supervisor escalation, sometimes referred to as a call escalation or call center escalation, is when a caller requests to speak to a supervisor for resolution. Tt’s estimated that 85% of escalations could have been resolved with the initial phone rep. So managing and reducing supervisor escalations is key to contact center efficiently and can result in a big impact if ignored.
7 Ways to Prepare for your Call Center Agents to Work From Home
Joe Hanson
March 13, 2020
Companies small and large are encouraging or mandating employees to work from home over the last couple of weeks, and the number continues to grow. In turn, it’s caused a massive shift in the way companies operate, employees work together, and business is done. And for many, they’re putting together a remote work plan for the first time.
5 Creative Ways We’re Staying Connected During Remote Work
Gabi Contreras
March 12, 2020
As a company that already straddles teams across two continents (and opposite time zones), we thought we’d share some of our tricks of the trade when it comes to working with remote teams.
First Call Resolution (FCR): What It Is, Why It Matters, and How to Improve It
Joe Hanson
March 9, 2020
First Call Resolution, sometimes referred to as One Call Resolution, is when an agent is able to resolve a caller query the first time, with no follow-up required. FCR depends on important call center KPIs like Dead Air, Sentiment, and Supervisor Escalations, and is important for measuring agent effectiveness and training programs.
The Big List of Call Center KPIs and Interactions
Joe Hanson
March 4, 2020
Our big list of call center KPIs lays out all the most important KPIs for understanding and improving operational efficiency, agent effectiveness, customer experience, and compliance.
Learnings from Our First Company Sales Kickoff
Joe Hanson
February 26, 2020
From celebrating how far we’ve come to motivating us for what’s ahead, everyone left our first company SKO inspired and on the same page for Observe’s mission -- to put our customers first and focus on meaningful value creation - not just solve problems.
6 Contact Center Quality Management and QA Predictions for 2020
Joe Hanson
February 19, 2020
Quality management is transforming, and the biggest driver behind the transformation is Analytics-enabled Speech Analytics (Voice AI). The future is bright, and here are 6 predictions for what's to come.
What is Voice AI? Benefits and Use Cases for Transforming Quality Management
Joe Hanson
February 7, 2020
Voice AI uses cutting edge speech technology and natural language processing to transcribe and analyze support calls at a massive scale. It enables organizations to analyze 100% of customer conversations with the ultimate goal of improving agent performance and the overall customer experience.
7 Steps to Level Up Your Contact Center’s Internal Knowledge Base (IKB) with AI
Adrian Valenzuela
February 4, 2020
The IKB should be the agent’s go-to whenever they need help. By providing prompt and accurate information, the agent can do their job efficiently, be mindful of the customer’s time, and improve company credibility.
Looking Back on 2019 and Forward to 2020 at Observe.AI
Swapnil Jain
January 6, 2020
2019 was our first official year going to market, and it’s safe to say it was one for the books. While we’re focused on building even more momentum in 2020, we’d like to share our biggest wins and learnings with you.
How Observe.AI Optimized Elasticsearch Aggregations for Nested Fields
Harsh Sahu
January 2, 2020
Elasticsearch is used as our secondary datastore for running queries and search on call transcriptions. In this article, we’ll discuss optimizations on the schema of our Elasticsearch index to suit our reporting workload.
How Observe.AI Scaled Elasticsearch Throughput for Searches in Individual Documents
Aakash Bhardwaj
December 16, 2019
We use Elasticsearch as our secondary datastore to run queries and search on voice call transactions. Here's how we scaled the search step.
Observe.AI Accelerates Hiring and Enters a New Era with $26M Funding Round
Lindsey Plocek
December 9, 2019
The word is out: We raised $26M in Series A Funding led by Scale Venture Partners. Here’s an inside look at our plans to expand our team and further our mission to transform voice customer service with Artificial Intelligence.
Employbridge Disrupts the Staffing Industry with Voice AI
Pete Lee
November 7, 2019
We sat down with Dale Sturgill, VP of Operations at Employbridge, to learn more about how they're using AI to transform coordinator coaching and help more American workers land jobs.
3 Practical Ways to Coach Contact Center Agents with AI
Adrian Valenzuela
November 1, 2019
To understand where coaching falls short in contact centers, you need to consider the coaching challenges each role on the team faces without Voice Intelligence, including agents, supervisors, and QA managers.
Say Goodbye to "Monster Monday"
Amitha Kamath
September 19, 2019
Let me take you through my journey and expedition with Observe.AI. Sit back, relax and enjoy the narrative, as this one has no gyaan or tips. If it makes you smile, then I have successfully given you a glimpse of what it is to be a part of Observe.AI.
Hello World in Speech Recognition
Apoorv Nandan
September 3, 2019
Stripped down end to end ASR in Tensorflow. This blog will help you write a basic end to end ASR system using Tensorflow.
Onwards and Upwards
Swapnil Jain
July 19, 2019
Today marks 2 years of starting Observe.AI. I still remember the day when it was just the founders working out of my living room in Bengaluru. In 2 years, we are 36 extremely strong minds spread across two offices in San Francisco and Bengaluru.
Voice of the Customer without Voice of the Customer?
Pete Lee
May 28, 2019
The volume of customers calls that retail experiences with its richness of information have been a black hole for insight. CMO spend a large amount of investments understanding the social sentiment. Observe.AI can make this seamless and provide customer interaction insights on the fingertips of a call center leadership.
Observe.AI's path to bringing AI in Call Centers
Swapnil Jain
May 14, 2019
How is ‘Automation’ is different from ‘Artificial Intelligence’ and how cutting-edge technologies developed in the last five years will disrupt the call center industry.
Voice AI - a call center agent's tale
Sharath Keshavanarayana
April 30, 2019
Performance review in call centers has always been stressful - both for the managers as well as the agents. Now, that is changing.
Speech Analytics and AI - a closer look
Amitt Sharma
April 30, 2019
Voice analytics is changing how modern ca centers look at insights from their 'voice gold mines'.
All about setting up Tensorflow Serving
Apoorv Nandan
April 22, 2019
AI needed huge computing power only a few years ago. Now anyone interested in this field can set up their tools in no time and run some of the most advanced processes in opensource tools.
Alexa good, Your IVR bad
Christian Wathne
April 22, 2019
Why Alexa is fun but your Call Center IVR is not and How to build your IVR for modern-day customer experience.
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