Insights

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

Thinking about making a switch? We lay out what to look for in a speech analytics QM platform.

Four signs your quality management and speech analytics solution isn’t working

Sharath Keshava

Sharath Keshava

Co-Founder & CRO, Observe.AI

Coaching empowers agents to learn new skills and best practices, allowing them to build better rapport with customers and handle more complex queries.

10 mistakes that stymie contact center coaching programs

Rich Wang

VP Customer Success, Observe.AI

AI-driven services built around interactions is key to driving more impactful coaching programs, and in turn, stronger enablement, productivity, and agent engagement.

Building resilient coaching programs in a period of rapid transformation

Sharath Keshava

Sharath Keshava

Co-Founder & CRO, Observe.AI

The hard truth on what contact center leaders need to know to keep employee morale and CSAT high in the wake of the pandemic.

The pandemic is widening the agent coaching productivity gap

Sharath Keshava

Sharath Keshava

Co-Founder & CRO, Observe.AI

In the face of the pandemic, online shopping has exploded. That comes a whole new set of challenges that you might not have anticipated.‍

This holiday season is going to be a rough ride. Are retail contact centers ready?

Sharath Keshava

Sharath Keshava

Co-Founder & CRO, Observe.AI

How can financial institutions harness the power of deep data and insights and in turn, create impactful programs around agent empowerment and empathy?

Reimagining financial services CX with contact center AI

Sharath Keshava

Sharath Keshava

Co-Founder & CRO, Observe.AI

The difference between 67% and 80% will shock you. Learn why transcription accuracy makes or breaks your contact center QM programs.

Poor transcription accuracy on voice calls is a catalyst for trouble

Swapnil Jain

Co-Founder and CEO, Observe.AI

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.

Compliance and fraud detection in the age of AI

Swapnil Jain

Co-Founder and CEO, Observe.AI

What AI can teach us about customer sentiment in contact centers

Swapnil Jain

Co-Founder and CEO, 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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