Insights

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

Acquire new customers and retain existing ones. Mitigate compliance risks and drive better business outcomes. Invest in and innovate with your agents.

Crush the 5 most important financial services KPIs with these strategies

Joe Hanson

Growth Marketing, Observe.AI

Soft skills are the traits in a contact center agent that enable agents to relate to and connect with a customer.

The 7 most critical soft skills for contact center agents

Rich Wang

VP Customer Success, Observe.AI

An empathy statement is a phrase used by a call center agent to positively connect emotionally with the caller, which helps better handle customer complaints and improve the customer's experience.

What are empathy statements and how do you coach agents on them?

Joe Hanson

Growth Marketing, Observe.AI

Improve your collection rates, reduce compliance risks, and bring out the best in your collection specialists with these battle-tested strategies.

Crush the 4 most critical debt collection KPIs with these proven tactics

Joe Hanson

Growth Marketing, Observe.AI

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.

The role of contact center AI in contact tracing

Merging contact center AI and Knowledge Management creates an agile workflow, completely designed to improve every customer interaction and every agent on the team.

How knowledge management is transforming the contact center

EmployBridge moved their call center 100% remote overnight. Here's how they seamlessly did it (and maintain it) with contact center AI.

Here's how EmployBridge maintained business continuity despite the rapid shift to remote work

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.

In Just 48 Hours, Root Insurance Took 150 Agents Remote. Here’s How

A look at how remote call centers are using Voice AI to stay connected, productive, and compliant while working from home.

The business case for contact center AI during remote call center transitions

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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