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5 post-pandemic industry trends that are reshaping the contact center

5 post-pandemic industry trends that are reshaping the contact center

Ashish Seth

Chief Product Officer, Lifesize

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

Automation does not equal artificial intelligence. To get the real business value of AI, it needs to provide actionable intelligence, and that’s something we don’t see with the rule-based AI services today.

Making AI actionable: it’s about going beyond rules to real intelligence

Sharath Keshava Narayana

Sharath Keshava Narayana

Co-Founder & CRO, Observe.AI

Today, we are thrilled to announce our new suite of AI-powered Agent Performance & Coaching solutions for the contact center, empowering you to streamline QA and coaching workflows in just a few clicks to offer and measure highly impactful coaching programs.‍

Introducing Agent Performance & Coaching workflows

Swapnil Jain

Co-Founder and CEO, Observe.AI

Terry-Ann Simpson, Senior Customer Experience Manager at itelbpo, walks through her proven strategy for driving adoption and proving results in an agent-driven coaching culture.

5 steps to supercharge your agent coaching culture

Terry-Ann Simpson

Terry-Ann Simpson

Senior Customer Experience Manager, itelbpo

We sat down with one of our founders and CRO, Sharath Keshava Narayna, and 3CLogic’s Chairman and CEO, Denis Seynhaeve, to talk about the top challenges and opportunities contact center leaders will face in 2021.‍

2021 customer experience predictions: the year of AI and workforce engagement

Alessandra Ortiz

Alessandra Ortiz

Partner Marketing, Observe.AI

Automated analysis of customer interactions, driven by the major strides in AI, has opened up a whole new world for understanding customer experience.

These are the top 3 most impactful use cases for agent analytics

Joe Hanson

Growth Marketing, Observe.AI

The majority (56%) will instead transition to a hybrid model, suggesting both the benefits and requirements of contact center organizations still operating in-person.

Report says only 7% of contact centers plan to stay remote once a vaccine is widely available

Joe Hanson

Growth Marketing, Observe.AI

Agent experience has become even more important with the shift to remote and hybrid workforces. How are teams staying motivated and engaged while distributed?

98% of contact center leaders are investing in agent experience. Here’s how

Joe Hanson

Growth Marketing, Observe.AI

Post-engagement surveys yield a 5-10% response rate, yet the benchmark for statistical significance is 35%. Therein lies the problem - and that impacts the accuracy of your CX analysis.

Zogby survey finds that 66% contact centers still manually analyzing CX. That's a problem

Joe Hanson

Growth Marketing, Observe.AI

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Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

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The Agent Performance Handbook

The Agent Performance Handbook

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