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Insights

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

4 future-forward ways energy companies improve agent performance with AI
Sharath Keshavanarayana
February 23, 2021
Energy and utility companies are harnessing the power of AI to deliver a better customer service experience to their customers. It begins with the agents and the AI enabling them.
4 tactics to rapidly improve your contact center agent performance programs
Rich Wang
February 3, 2021
In the next four minutes, we’ll answer, what makes a great coaching program and four actionable ways to instantly improve your current coaching programs.
Four signs your quality management and speech analytics solution isn’t working
Sharath Keshavanarayana
January 19, 2021
Thinking about making a switch? We lay out what to look for in a speech analytics QM platform.
10 mistakes that stymie contact center coaching programs
Rich Wang
January 12, 2021
Coaching empowers agents to learn new skills and best practices, allowing them to build better rapport with customers and handle more complex queries.
Building resilient coaching programs in a period of rapid transformation
Sharath Keshavanarayana
December 16, 2020
AI-driven services built around interactions is key to driving more impactful coaching programs, and in turn, stronger enablement, productivity, and agent engagement.
The pandemic is widening the agent coaching productivity gap
Sharath Keshavanarayana
December 16, 2020
The hard truth on what contact center leaders need to know to keep employee morale and CSAT high in the wake of the pandemic.
This holiday season is going to be a rough ride. Are retail contact centers ready?
Sharath Keshavanarayana
November 30, 2020
In the face of the pandemic, online shopping has exploded. That comes a whole new set of challenges that you might not have anticipated.‍
Reimagining financial services CX with contact center AI
Sharath Keshavanarayana
November 24, 2020
How can financial institutions harness the power of deep data and insights and in turn, create impactful programs around agent empowerment and empathy?
Poor transcription accuracy on voice calls is a catalyst for trouble
Swapnil Jain
November 19, 2020
The difference between 67% and 80% will shock you. Learn why transcription accuracy makes or breaks your contact center QM programs.
Compliance and fraud detection in the age of AI
Swapnil Jain
October 22, 2020
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.
What AI can teach us about customer sentiment in contact centers
Swapnil Jain
October 14, 2020
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.
Crush the 5 most important financial services KPIs with these strategies
Joe Hanson
September 10, 2020
Acquire new customers and retain existing ones. Mitigate compliance risks and drive better business outcomes. Invest in and innovate with your agents.
The 7 most critical soft skills for contact center agents
Joe Hanson
August 17, 2020
Soft skills are the traits in a contact center agent that enable agents to relate to and connect with a customer.
What are empathy statements and how do you coach agents on them?
Joe Hanson
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?
Joe Hanson
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
Joe Hanson
July 6, 2020
Improve your collection rates, reduce compliance risks, and bring out the best in your collection specialists with these battle-tested strategies.
The role of contact center AI in contact tracing
Sharath Keshavanarayana
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
Guest Author
June 12, 2020
Merging contact center 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
Joe Hanson
May 19, 2020
EmployBridge moved their call center 100% remote overnight. Here's how they seamlessly did it (and maintain it) with contact center AI.
With rapid transitions, here's how call centers keep agents engaged and coached remotely
Joe Hanson
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
Lindsey Plocek
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 contact center AI during remote call center transitions
Swapnil Jain
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
Joe Hanson
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
Gabi Contreras
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
Sharath Keshavanarayana
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
Joe Hanson
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
Joe Hanson
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
Gabi Contreras
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
Joe Hanson
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 metrics and KPIs
Joe Hanson
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.
6 reasons call center quality management and QA is changing for the better
Joe Hanson
February 19, 2020
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.
What is contact center AI? Benefits and use cases for transforming quality management
Joe Hanson
February 7, 2020
Contact center AI uses cutting edge speech technology and natural language processing to transcribe and analyze support calls at a massive scale.
7 Steps to Level Up Your Contact Center’s Internal Knowledge Base (IKB) with AI
Adrian Valenzuela
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.
Employbridge disrupts the staffing Industry with contact center AI
Pete Lee
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 Contact Center AI
Adrian Valenzuela
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"
Amitha Kamath
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.
Voice of the customer, without voice of the customer?
Pete Lee
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.
Contact center AI - a call center agent's tale
Sharath Keshavanarayana
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.
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