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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
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.
Insights
Contact Center CSAT: how do you measure it and boost it?
Eric McWhorter
Eric McWhorter
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.
Insights
Supervisor escalations: what they are, why they matter, and how to handle them
Eric McWhorter
Eric McWhorter
Customer Success, Observe.AI
Our big list of call center KPIs lays out all the most important KPIs for understanding and improving operational efficiency, agent effectiveness, customer experience, and compliance.
Insights
The big list of call center metrics, KPIs, and benchmarks
Joe Hanson
Joe Hanson
Growth Marketing, Observe.AI
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