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13 quality management statistics that paint a picture of the post-pandemic contact center
Joe Hanson
Growth Marketing, Observe.AI
Insights
After-Call Work (ACW): What it means and how to improve it
Lisa Chong
Customer Success, Observe.AI
Insights
What is Average Resolution Time (ART) for live chat conversations
Eric McWhorter
Customer Success, Observe.AI
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What is average handle time (AHT) and how can you reduce it?
Rich Wang
VP Customer Success, Observe.AI
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Contact Center CSAT: how do you measure it and boost it?
Eric McWhorter
Customer Success, Observe.AI
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Why is your dead air increasing and what are you doing wrong?
Lisa Chong
Customer Success, Observe.AI
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Supervisor escalations: what they are, why they matter, and how to handle them
Eric McWhorter
Customer Success, Observe.AI
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First call resolution (FCR): What it is, why it matters, and how it improve it
Eric McWhorter
Customer Success, Observe.AI
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2021 Post-Pandemic Contact Center Report
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