AGENT PERFORMANCE & COACHING

Bring out the best in every agent

Quickly add relevant interactions with coaching opportunities to upcoming session agenda, helping agents connect past actions to meaningful behavior changes. Use evidence-backed recommendations to guide conversations between agents and coaches, making sessions more effective and results more consistent.

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Proven impact across 350+ enterprises

23%

reduction in AHT

10%

uplift in conversions

13%

increase in revenue

97%

improvement in compliance monitoring

Read our customer stories

Experience the impact across your contact center

Drive More Sales

Leverage performance metrics, call reviews, and QA forms to provide feedback and improve selling skills for agents and teams.

Coaching for sales

Reduce Compliance Risk

Protect your agents’ licenses and certificates by coaching for non-compliant behavior.

Coaching for compliance

Improve Customer Experience

Build accountability and alignment with constructive, evidence-based feedback and progress/commitment tracking.

Coaching for customer service

Increase Operational Efficiency

Refine coaching strategies and replicate successful interventions by continuously monitoring performance and pinpointing specific interactions.

Coaching for operations

Team dashboard

Give supervisors a centralized place with a comprehensive view of the team’s performance, trends, historical data, and more. Leverage filters to zero in on data for a focused analysis.

Coaching session form

Standardize coaching delivery and documentation using a static form optimized to facilitate communication between agents and coaches that drives measurable and consistent results.

Agent overview

Gain detailed insight into your agents’ KPIs to deliver tailored coaching based on each individual's evaluation scores, interaction history, strengths and weaknesses, and more.

Coaching Acknowledgement

Provide agents an avenue to acknowledge coaching feedback so they stay engaged and accountable. Give them the space to share their perspective, encouraging open, two-way communication and trust. Supervisors gain full visibility into agent progress, making it easier to track improvements and support lasting change.

POST-INTERACTION AI ECOSYSTEM

Maximize post-interaction impact

Auto QA

Evaluate 100% of all interactions with AI-powered, contextual, and evidence-based auto-filled forms.

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Screen Recording

Get the complete picture of an interaction with full visibility into the agent's desktop.

Discover screen recording

Accelerate complex, manual QA

Surface key moments in conversations so you can focus on relevant information to complete your evaluations five times faster.

Discover Manual QA

What They Say

Proven technology trusted by 350+ customers

We have moved from weekly to daily coaching, which has been instrumental in helping new agents find their footing more quickly.”

Sigmond Varga

Senior Manager

Shared Services, DailyPay

The depth of insights we’re now receiving from Observe.AI is invaluable. Through comprehensive assessment, we’re able to provide precise coaching to enhance performance.”

Matthew Fishbein

Director of Client Operations

Cox Automotive

Observe.AI’s Conversation Intelligence Platform has become invaluable not only for understanding customer interactions, but also for gaining marketing and product insights.”

Ryan Moore

VP, Customer Operations

DailyPay

By using Observe.AI, we can identify and validate calls and have a more targeted pool for evaluation.”

Jon Reynel Lumongsod

Global Head of Speech Analytics

ServiceFirst

Our partnership with Observe.AI strengthens our ability to operate efficiently and positions us for success in navigating the complexities of the healthcare industry.”

Mitch Mann

Vice President for Member Services

MaxorPlus

Observe.AI’s LLM empowers us to engage members with precise data about their care while enabling empathetic and personalized experiences.”

Ardie Sameti

Sr. Director AI & Automation

Accolade

Observe.AI helped guide us to make significant changes, including automating our QA process using Auto QA.”

Emmanuel Noyola

Director of Patient Services

Affordable Care

Observe.AI has become a part of every facet of our business. Whenever somebody wants to know what our customers are talking about, I’m able to look it up.”

Ken Fausel

Director of Customer Service

Auto QA has brought my team a new level of confidence. Before, we made decisions based on hunches. Today, we make decisions based on statistically significant conversation data.“

Marlon Pacheco

Director of Training & QA

Historically, JK Moving only grew at 10% YoY. But in two years, after implementing Observe.AI, we hit an overall growth rate of 74%!"

Ken Cohen

SVP Business Development

JK Moving Services