Insights

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

2022 will be a banner year for digital-first CX initiatives like Web Chat, as companies begin to reevaluate and double-down on the omnichannel strategies they implemented over the past two years to handle the explosive growth in customer interaction volumes.

The top 3 trends driving adoption of Web Chat and Omnichannel CX solutions in 2022

Lianna Catino

Sr. Product Marketing Manager

Melquin Troncoso, Global Quality Assurance Senior Director at ERC (Enhanced Resource Centers)— an international business process (BPO) end-to-end provider for every aspect of the customer lifecycle. In this article, shares his 14 years of learning, advice and best practices for designing successful high volume sales bootcamps.

How to design a high volume sales boot camp that actually works

Melquin Troncoso

Melquin Troncoso

Global Quality Assurance Senior Director, ERC (Enhanced Resource Centers)

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

Learn about what After Call Work (ACW) means in the call center, why it is important, ACW industry standards, and what call center leaders can do to improve it.

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

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

Lindsey Plocek

Product Marketing, Observe.AI

Discover what Average Handle Time (AHT) means, why it matters for call centers, and how to calculate it to improve efficiency and customer experiences.

What is Average Handle Time (AHT) and How Do You Calculate It?

Rich Wang

VP Customer Success, 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

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

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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