Insights

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

Agents are the lifeblood of the contact center—and Gary Markert is using data to motivate and coach them.

Contact Center Coaching with Next-Level QA Insights: Gary Markert, AutoProtect

Michael Lowe

Head of Content

Improve agent outcomes with these proven contact center customer support scripts

5 of the Best Customer Support Scripts for Building Authentic Customer Relationships and Rapport

Michael Lowe

Head of Content

Conversation intelligence provides value up and down the entire contact center organization—agents are no exception.

5 Ways Conversation Intelligence Benefits Contact Center Agents

Vache Moroyan

Ardie Sameti, Sr. Director of AI and Automation at Accolade, discusses the role of technology in the contact center and keys to a successful implementation.

Agents of Change: Innovation in the Contact Center with Ardie Sameti

Michael Lowe

Head of Content

New from Observe.AI Insights: Our team analyzed how QA volumes affect contact center agent performance. The results were striking.

How QA Volume Impacts Call Center Agent Performance

Sneha Iyer

Go through this security checklist when considering a vendor for Generative AI

5 Security Questions Contact Centers Should Ask Before Using GPT and Generative AI

Krishna Gogineni

Krishna Gogineni

Principal ML Engineer

Justin Robbins, Principal Analyst at Metric Sherpa shares how he advises contact centers to begin working with Generative AI

Q&A with Justin Robbins: Generative AI Can Transform Your Contact Center. But Where Do You Start?

Michael Lowe

Head of Content

The buzz around Generative AI is real, but don't be fooled. Not all contact center LLMs are created equal.

The Problem with Most LLMs for Contact Centers

Jithendra Vepa

Chief Scientist

Our data analyst team analyzed 65,000+ conversations for our Observe.AI Insights series and found the best ways to personalize customer conversations

4 Tips for Personalizing the Customer Experience—and Boosting CSAT

Sneha Iyer

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

Observe.AI Newsletter

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