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What are empathy statements and how do you coach agents on them?
July 30, 2020
An empathy statement is a phrase used by a call center agent to positively connect emotionally with the caller.
What is average handle time (AHT) and how can you reduce it?
July 10, 2020
Tips and metrics on Average handle time (AHT), the average duration of an entire call center agent/customer transaction.
Crush the 4 most critical debt collection KPIs with these proven tactics
July 6, 2020
Improve your collection rates, reduce compliance risks, and bring out the best in your collection specialists with these battle-tested strategies.
Virtual employee onboarding, Observe.AI style!
July 2, 2020
Hiring new employees from behind a screen? Make onboarding fun, engaging and personal with this roadmap we’ve built to ensure that the employee experience isn’t diluted by the nuances of remote work.
QA Evaluation Forms, powered by Voice AI, now live!
June 29, 2020
We’re pleased to announce the launch of Evaluation Forms, powered by Voice AI, making life a whole lot easier for everyone involved in your quality management process.
The role of Voice AI in contact tracing
June 19, 2020
Health officials must have efficient processes and the ability to monitor calls in order to determine whether or not contact tracers are effectively reaching communities and mitigating the spread of the virus. That is where Voice AI comes into play.
How knowledge management is transforming the contact center
June 12, 2020
Merging Voice AI and Knowledge Management creates an agile workflow, completely designed to improve every customer interaction and every agent on the team.
Here's how EmployBridge maintained business continuity despite the rapid shift to remote work
May 19, 2020
EmployBridge moved their call center 100% remote overnight. Here's how they seamlessly did it (and maintain it) with Voice AI.
With rapid transitions, here's how call centers keep agents engaged and coached remotely
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
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
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 call center QA and compliance is changing
April 15, 2020
The QA analyst role is evolving. QA processes have shifted from reactive to proactive. 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 do about it
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.
The magnitude of human-to-human communication in a time of distress
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."
Supervisor escalations: what they are, why they matter, and how to handle them
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.
7 ways to prepare call center agents to work from home
March 13, 2020
There's a massive shift in the way call centers operate, agents work together, and business is done. For many, they're putting together a remote work plan for the first time.
5 creative ways were staying connected during remote work
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 it improve it
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.
The big list of call center KPIs and interactions
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
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 reasons call center quality management and QA is changing for the better
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
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
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
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
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
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
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
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
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"
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
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
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?
May 28, 2019
The volume of customers calls that retail experiences with its richness of information have been a black hole for insight, and CMOs invest heavily in understanding the social sentiment.
Observe.AI's path to bringing AI in Call Centers
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
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
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
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
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.
Turn every agent into your best brand representative.