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KPIs

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

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

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

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.

The big list of call center metrics, KPIs, and benchmarks

Joe Hanson

Growth Marketing, 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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