Insights

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

This Fortune 500 global medical products company shares how they integrated employee experience into their digital transformation, with a new focus on coaching and workforce engagement. The result is a supercharged customer experience.

5 ways Alcon Laboratories drives a people-first quality management strategy

Lynn Couttie

CS Project Manager, Alcon

We interviewed Casey Headden, Manager Reporting & Analytics, and Lynn Couttie, Project Manager, to learn why their Fortune 500 global medical products company chose to partner with Observe.AI, and how they’re getting value today.

How this F500 global medical products company harnesses accurate insights to fuel QM efforts

Gabriela Contreras

Gabriela Contreras

Customer Marketing, Observe.AI

How ASSA ABLOY creatively structured their coaching culture to four steps, leading to an overall increase in their NPS scores & customer retention.

A battle-tested four-step strategy to coach agents and improve customer retention

Vartika Gupta

Content Marketing manager

Now that vaccines are widely available and distributed, do you stay fully remote, go back into an office full-time, or operate a hybrid workforce?

Vaccines are widely available, so what's next for contact centers?

Joe Hanson

Growth Marketing, Observe.AI

Our survey revealed compliance is the #1 challenge for contact centers servicing finance and banking organizations.

New statistics reveal how financial services contact centers are handling remote workforces

Joe Hanson

Growth Marketing, Observe.AI

For anyone who works in the CX space, the big question is how will customer interactions, and the customer experience change because of AI?

AI + CX: Where it is, and where it needs to be

Vasili Triant

AI has hit the exponential adoption in the contact center. Which begs the question, how is it being used today?

71% of contact centers use AI today. Here are the top 10 AI use cases

Joe Hanson

Growth Marketing, Observe.AI

Read on to find out how Marvita Steward of Group 1 Automotive handled rapid remote transformation and leverages coaching to improve training efforts by embracing contact center AI - “a technological atomic bomb.”

The secret behind improving QA efficiency? It’s all about automation

Marvita Steward

Marvita Steward

Director of Quality & Control, Group 1 Automotive

The best-in-class contact center is one that is not run from the top down, but interactive and agent level-driven. Agents are the best place to find what you’re doing well and what you’re not.

6 step strategy for optimizing contact center agent performance programs

Eric McWhorter

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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