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Contact Center Metrics

We highlight innovation and opportunity within contact center quality management—the combination of quality assurance, compliance and coaching workflows—to drive high-quality customer experiences post-pandemic.

13 quality management statistics that paint a picture of the post-pandemic contact center

Joe Hanson

Growth Marketing, 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.

After-Call Work (ACW): What it means and how to improve it

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

What is Average Resolution Time (ART) for live chat conversations

Eric McWhorter

Customer Success, Observe.AI

Tips and metrics on Average handle time (AHT), the average duration of an entire call center agent/customer transaction.

What is average handle time (AHT) and how can you reduce it?

Rich Wang

VP Customer Success, Observe.AI

In this blog post, you'll learn all the aspects of CSAT in the contact center industry and how technology is changing how we estimate it.

Contact Center CSAT: how do you measure it and boost it?

Eric McWhorter

Customer Success, Observe.AI

In this blog, we cover everything about dead air— the causes, implications, and methods on how to reduce or avoid it.

Why is your dead air increasing and what are you doing wrong?

Lisa Chong

Customer Success, Observe.AI

A supervisor escalation, sometimes referred to as a call escalation or call center escalation, is when a caller requests to speak to a supervisor for resolution.

Supervisor escalations: what they are, why they matter, and how to handle them

Eric McWhorter

Customer Success, Observe.AI

First Call Resolution, sometimes referred to as One Call Resolution, is when an agent is able to resolve a caller query the first time, with no follow-up required.

First call resolution (FCR): What it is, why it matters, and how it improve it

Eric McWhorter

Customer Success, Observe.AI

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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