Observe.AI Blog | Contact Center Strategies and Stories

🚀 We acquired ScopeAI to deliver omnichannel conversation intelligence. 👁 👁 Read more about it here!

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Observe.AI and ScopeAI join forces to deliver omnichannel conversation intelligence

Observe.AI and ScopeAI join forces to deliver omnichannel conversation intelligence

Swapnil Jain

Co-Founder and CEO, 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.

13 quality management statistics that paint a picture of the post-pandemic contact center

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.

After-Call Work (ACW): What it means and how to improve it

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

What is Average Resolution Time (ART) for live chat conversations

Eric McWhorter

Customer Success, Observe.AI

ScopeAI brings text-based analytics capabilities to the Observe.AI platform, accelerating our entry into omnichannel.

What the ScopeAI acquisition means for our new omnichannel product offering

Natalie Abeysena

Natalie Abeysena

Product Manager, Observe.AI

4 ways retailers are extracting insights from their web chat support conversations

Lindsey Plocek

Product Marketing, Observe.AI

The ultimate goal for any contact center focused on revenue generation is conversion rate. Here's 8 ways sales organizations are driving more one-call closes with better processes and programs.

8 ways revenue generating contact center agents increase conversion rates

Sharath Keshava

Sharath Keshava

Co-Founder & CRO, Observe.AI

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

What is average handle time (AHT) and how can you reduce it?

Rich Wang

VP Customer Success, Observe.AI

In this blog we deep dive into everything related to redaction: what is it, why is it important, how can technology reduce manual error and other aspects like selective redaction, financial impact on contact centers, etc.

Why redaction is important for your contact center and how is it done?

Lisa Chong

Customer Success, Observe.AI

Dan Neufer, Training Manager at City Experiences, shares his experience before and after using Observe.AI.

How City Experiences drove CX improvement with contact center AI

Dan Neufer

Training Manager at City Experiences

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

GET THE TRENDS ➜

The Agent Performance Handbook

The Agent Performance Handbook

READ THE EBOOK ➜

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