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📈 The 2021 Post-Pandemic Contact Center Report is out! 📈 Read it here ➜

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Agent Coaching

Read on to find out how Marvita Steward of Group 1 Automotive handled rapid remote transformation and leverages coaching to improve training efforts by embracing contact center AI - “a technological atomic bomb.”

The secret behind improving QA efficiency? It’s all about automation

Marvita Steward

Marvita Steward

Director of Quality & Control, Group 1 Automotive

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

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

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 hard truth on what contact center leaders need to know to keep employee morale and CSAT high in the wake of the pandemic.

The pandemic is widening the agent coaching productivity gap

Sharath Keshava Narayana

Sharath Keshava Narayana

Co-Founder & CRO, Observe.AI

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

GET THE TRENDS ➜

The Agent Performance Handbook

The Agent Performance Handbook

READ THE EBOOK ➜

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