Insights

Industry analysis, best practices, and actionable strategies for contact center leaders.

Trust in AI agents is a challenge, but the solution is simple: treat AI and human agents the same. With Observe.AI, you can train, monitor, and evaluate 100% of conversations on one platform—ensuring seamless AI-human handoffs, accurate responses, and enterprise-grade security.

How to Build Trust in Both Human and AI Agents

John McMullan

Director of AI Agent Marketing

Facing growing operations and outdated manual processes, Central Bank’s customer service team turned to Observe.AI to streamline QA, reduce after-call work, and enhance fraud detection.

Central Bank Streamlines Customer Service and Boosts Efficiency With AI

Sharni Medina

Director of Customer Marketing

Tell me what’s wrong with this picture: Your contact center records every customer interaction—a goldmine of insights, preferences, and unmet needs—only to let them collect dust in digital storage. At the same time, your business invests millions in market research and customer surveys to help drive revenue growth.

The Untapped Revenue Potential of Customer Interaction Data

Jacquie Kenney

Director of Product Marketing

There is a silent killer that threatens companies more than any market disruption: customer churn. Companies risked losing an estimated $846 billion in the US in 2024.

From Churn to Earn: The Contact Centers’ Impact on Customer Retention

Jacquie Kenney

Director of Product Marketing

As patient expectations for accessible, efficient, and secure healthcare interactions rise, contact centers face a rapidly shifting landscape. With each new quarter, advances in healthcare technology present fresh opportunities—and challenges—that require agile responses.

3 Healthcare Trends Affecting Contact Centers in 2025

Jacquie Kenney

Director of Product Marketing

Contact centers are often a member’s or patient’s first personal interaction with a healthcare organization. These diverse conversations can relate to billing issues, appointments, referrals, coverage, or other topics. Yet, many healthcare companies fail to leverage the wealth of data in these day-to-day communications.

The Hidden Cost of Ignoring Healthcare Customer Call Data

Jacquie Kenney

Director of Product Marketing

For many workers, waiting for payday can create unnecessary financial stress. DailyPay addresses this by partnering with companies to give their employees instant access to earned wages, eliminating the wait for payday. With more than 1,200 clients, DailyPay helps millions of employees take control of their finances and offers flexibility when it’s needed most.

How DailyPay Streamlined QA Operations and Saved Over $2 Million

Sharni Medina

Director of Customer Marketing

Congratulations! As a progressive contact center leader, you have identified a critical path forward in addressing the mounting pressures on your business while remaining focused on your priorities.

How to Choose the Best Conversation Intelligence Partner

Jacquie Kenney

Director of Product Marketing

Conversation Intelligence: Solving 5 Contact Center Efficiency Killers

Jacquie Kenney

Director of Product Marketing

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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