Introducing the Observe.AI Intelligent Workforce Platform 💪
Check it out
Blog
Insights
Product
News
engineering
We’re a G2 Winter Leader in Speech Analytics and Quality Assurance
News
We’re a G2 Winter Leader in Speech Analytics and Quality Assurance
Vartika Gupta
Vartika Gupta
Content Marketing manager
Melquin Troncoso, Global Quality Assurance Senior Director at ERC (Enhanced Resource Centers)— an international business process (BPO) end-to-end provider for every aspect of the customer lifecycle. In this article, shares his 14 years of learning, advice and best practices for designing successful high volume sales bootcamps.
Insights
How to design a high volume sales boot camp that actually works
Melquin Troncoso
Melquin Troncoso
Global Quality Assurance Senior Director, ERC (Enhanced Resource Centers)
We’re ushering in a new AI-enabled era for contact centers - one where customer needs are understood, agent experience is prioritized, and business results are exceeded.
Product
Introducing the Observe.AI Intelligent Workforce Platform
Swapnil Jain
Swapnil Jain
Co-Founder and CEO, Observe.AI
We bolstered our Agent Performance & Coaching offering with Team Dashboard, a single line of sight into your team's performance.
Product
New feature: Team Dashboard, a holistic view into team performance
Harshit Jain
Harshit Jain
Product Marketing, Observe.AI
We highlight innovation and opportunity within contact center quality management—the combination of quality assurance, compliance and coaching workflows—to drive high-quality customer experiences post-pandemic.
Insights
13 quality management statistics that paint a picture of the post-pandemic contact center
Joe Hanson
Joe Hanson
Growth Marketing, Observe.AI
After-Call Work (ACW) are the tasks necessary to complete after an agent interacts with the customer. Common ACW activities include updating systems and records, logging the reason for contact and outcome, updating colleagues, and scheduling follow-up actions.
Insights
After-Call Work (ACW): What it means and how to improve it
Lisa Chong
Lisa Chong
Customer Success, Observe.AI
Average Resolution Time (ART), also called time to resolution and mean time to resolution (MTTR), is the average time it takes for an agent to handle customer conversation via live chat
Insights
What is Average Resolution Time (ART) for live chat conversations
Eric McWhorter
Eric McWhorter
Customer Success, Observe.AI
ScopeAI brings text-based analytics capabilities to the Observe.AI platform, accelerating our entry into omnichannel.
Product
What the ScopeAI acquisition means for our new omnichannel product offering
Natalie Abeysena
Natalie Abeysena
Product Manager, Observe.AI
Retailers are leveraging AI to gain unique insight into customer sentiment, unmet needs, and operational efficiency. The result is faster response times, improved first contact resolution rates, and increased brand loyalty.
Insights
4 ways retailers are extracting insights from their web chat support conversations
Lindsey Plocek
Lindsey Plocek
Product Marketing, Observe.AI
Tips and metrics on Average handle time (AHT), the average duration of an entire call center agent/customer transaction.
Insights
What is average handle time (AHT) and how can you reduce it?
Rich Wang
Rich Wang
VP Customer Success, Observe.AI
SCHEDULE A DEMO

Deliver breakthrough results with the Intelligent Workforce Platform

Product
Platform OverviewConversation IntelligenceQuality AssuranceAgent Performance & CoachingReporting
Use Cases
Operational EfficiencyRevenue GrowthCX & RetentionRisk & Compliance
Resources
Resource CenterBlogRemote Contact Centers
Company
About usCareersCustomersPartnersNews & PR
Support
Help Center
Sales
Contact Us
© 2021 All Rights Reserved
Terms & ConditionsPrivacy PolicyCookie PolicySecurity
San Francisco, CA, United States Give us a call +1 628 238 5683