Insights

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

Transform your contact center with AI—revolutionize customer interactions, boost agent performance, and enhance operations.

AI Innovations: Transforming the Contact Center Experience

Melinda An

Senior Product Marketing Manager

Explore unparalleled efficiency and growth with our innovative conversation intelligence platform that’s reshaping contact centers.

Unlocking Potential with Contact Center AI Software

Melinda An

Senior Product Marketing Manager

Agents are the lifeblood of the contact center—and Gary Markert is using data to motivate and coach them.

Contact Center Coaching with Next-Level QA Insights: Gary Markert, AutoProtect

Arvind Rangarajan

Arvind Rangarajan

Director, Product Marketing

Improve agent outcomes with these proven contact center customer support scripts

5 of the Best Customer Support Scripts for Building Authentic Customer Relationships and Rapport

Michael Lowe

Head of Content

Conversation intelligence provides value up and down the entire contact center organization—agents are no exception.

5 Ways Conversation Intelligence Benefits Contact Center Agents

Vache Moroyan

Ardie Sameti, Sr. Director of AI and Automation at Accolade, discusses the role of technology in the contact center and keys to a successful implementation.

Agents of Change: Innovation in the Contact Center with Ardie Sameti

Michael Lowe

Head of Content

New from Observe.AI Insights: Our team analyzed how QA volumes affect contact center agent performance. The results were striking.

How QA Volume Impacts Call Center Agent Performance

Sneha Iyer

Go through this security checklist when considering a vendor for Generative AI

5 Security Questions Contact Centers Should Ask Before Using GPT and Generative AI

Krishna Gogineni

Krishna Gogineni

Principal ML Engineer

Justin Robbins, Principal Analyst at Metric Sherpa shares how he advises contact centers to begin working with Generative AI

Q&A with Justin Robbins: Generative AI Can Transform Your Contact Center. But Where Do You Start?

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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