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$125M Series C to Accelerate Every Contact Center into the AI-Empowered Era
Insights
$125M Series C to Accelerate Every Contact Center into the AI-Empowered Era
Swapnil Jain
Swapnil Jain
Co-Founder and CEO, Observe.AI
After-Call Work (ACW) are the tasks necessary to complete after an agent interacts with the customer. Common ACW activities include updating systems and records, logging the reason for contact and outcome, updating colleagues, and scheduling follow-up actions.
Insights
After-Call Work (ACW): What it means and how to improve it
Lisa Chong
Lisa Chong
Customer Success, Observe.AI
Average Resolution Time (ART), also called time to resolution and mean time to resolution (MTTR), is the average time it takes for an agent to handle customer conversation via live chat
Insights
What is Average Resolution Time (ART) for live chat conversations
Eric McWhorter
Eric McWhorter
Customer Success, Observe.AI
ScopeAI brings text-based analytics capabilities to the Observe.AI platform, accelerating our entry into omnichannel.
Product
What the ScopeAI acquisition means for our new omnichannel product offering
Natalie Abeysena
Natalie Abeysena
Product Manager, Observe.AI
Retailers are leveraging AI to gain unique insight into customer sentiment, unmet needs, and operational efficiency. The result is faster response times, improved first contact resolution rates, and increased brand loyalty.
Insights
4 ways retailers are extracting insights from their web chat support conversations
Lindsey Plocek
Lindsey Plocek
Product Marketing, Observe.AI
Tips and metrics on Average handle time (AHT), the average duration of an entire call center agent/customer transaction.
Insights
What is average handle time (AHT) and how can you reduce it?
Rich Wang
Rich Wang
VP Customer Success, Observe.AI
The ultimate goal for any contact center focused on revenue generation is conversion rate. Here's 8 ways sales organizations are driving more one-call closes with better processes and programs.
Insights
8 ways revenue generating contact center agents increase conversion rates
Sharath Keshava
Sharath Keshava
Co-Founder & CRO, Observe.AI
Accelerating our entry in omnichannel, we're excited to announce our acquisition of ScopeAI, expanding to a full suite of voice and text-based conversation intelligence offerings.
Product
Observe.AI and ScopeAI join forces to deliver omnichannel conversation intelligence
Swapnil Jain
Swapnil Jain
Co-Founder and CEO, Observe.AI
In this blog we deep dive into everything related to redaction: what is it, why is it important, how can technology reduce manual error and other aspects like selective redaction, financial impact on contact centers, etc.
Insights
Why redaction is important for your contact center and how is it done?
Lisa Chong
Lisa Chong
Customer Success, Observe.AI
Dan Neufer, Training Manager at City Experiences, shares his experience before and after using Observe.AI.
Insights
How City Experiences drove CX improvement with contact center AI
Dan Neufer
Dan Neufer
Training Manager at City Experiences
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