Latest Posts

The difference between 67% and 80% will shock you. Learn why transcription accuracy makes or breaks your contact center QM programs.

Contact centers handle massive amounts of sensitive customer information on a daily basis. As a result, putting the proper compliance processes in place to protect customer data is mission-critical. Learn how AI can help.

Deeply understanding the customer experience has been a black box for decades. Sentiment analysis is the key piece that's decoding this black box by quantifying agent performance, customer sentiment, and brand perception.

Acquire new customers and retain existing ones. Mitigate compliance risks and drive better business outcomes. Invest in and innovate with your agents.

Soft skills are the traits in a contact center agent that enable agents to relate to and connect with a customer.

An empathy statement is a phrase used by a call center agent to positively connect emotionally with the caller.

Tips and metrics on Average handle time (AHT), the average duration of an entire call center agent/customer transaction.

Improve your collection rates, reduce compliance risks, and bring out the best in your collection specialists with these battle-tested strategies.

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.

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.

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.

Merging contact center AI and Knowledge Management creates an agile workflow, completely designed to improve every customer interaction and every agent on the team.

EmployBridge moved their call center 100% remote overnight. Here's how they seamlessly did it (and maintain it) with contact center AI.

With the sudden shift to 100% remote call centers, new ways of virtual collaboration and coaching are emerging. Here's how.

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. 

A look at how remote call centers are using Voice AI to stay connected, productive, and compliant while working from home.

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.

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.

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."

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.

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.

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, 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.

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.

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.

Quality management is transforming, and the biggest driver behind the transformation is Analytics-enabled Speech Analytics (contact center AI). The future is bright, and here are 6 predictions for what's to come.

Contact center AI uses cutting edge speech technology and natural language processing to transcribe and analyze support calls at a massive scale.

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.

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.

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.

We use Elasticsearch as our secondary datastore to run queries and search on voice call transactions. Here's how we scaled the search step.

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.

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.

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.

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.

Stripped down end to end ASR in Tensorflow. This blog will help you write a basic end to end ASR system using Tensorflow.

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.

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.

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.

Performance review in call centers has always been stressful - both for the managers as well as the agents. Now, that is changing.

Voice analytics is changing how modern ca centers look at insights from their 'voice gold mines'.

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.

Why Alexa is fun but your Call Center IVR is not and How to build your IVR for modern-day customer experience.