Insights

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

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.

From reactive to proactive: how call center QA and compliance is changing

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.

Why contact centers struggle to handle call surges, and what do about it

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."

The magnitude of human-to-human communication in a time of distress

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.

7 ways to prepare call center agents to work from home

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.

5 creative ways were staying connected during remote work

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.

First call resolution (FCR): What it is, why it matters, and how it improve it

Eric McWhorter

Customer Success, Observe.AI

Our big list of call center KPIs lays out all the most important metrics for improving operational efficiency, agent performance, and customer experience.

Top 16 Call Center KPIs w/Benchmarks | The Metrics That Matter

Joe Hanson

Growth Marketing, Observe.AI

Call center quality management is transforming due to recent contact center AI advancements. Here are 6 predictions for what's to come.

6 Reasons Call Center Quality Management is Changing for the Better

Swapnil Jain

Co-Founder and CEO, Observe.AI

We walk you through the top benefits and use cases of using contact center AI to revolutionizing your contact center quality management process.

Benefits of Transforming Contact Center QM with AI

Michael Lowe

Head of Content

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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