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Quality Management (QM)
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.
Insights
13 quality management statistics that paint a picture of the post-pandemic contact center
Joe Hanson
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.
Insights
After-Call Work (ACW): What it means and how to improve it
Lisa Chong
Lisa Chong
Customer Success, Observe.AI
In this blog we deep dive into everything related to redaction: what is it, why is it important, how can technology reduce manual error and other aspects like selective redaction, financial impact on contact centers, etc.
Insights
Why redaction is important for your contact center and how is it done?
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
Ashish Seth, Chief Product Officer at CCaaS Lifesize, a cloud communications software offering contact center and video meeting solutions for businesses, shares his insights on the post pandemic industry trends that contact centers are adopting.
Insights
5 post-pandemic industry trends that are reshaping the contact center
Ashish Seth
Ashish Seth
Chief Product Officer, Lifesize
We interviewed Casey Headden, Manager Reporting & Analytics, and Lynn Couttie, Project Manager, to learn why their Fortune 500 global medical products company chose to partner with Observe.AI, and how they’re getting value today.
Insights
How this F500 global medical products company harnesses accurate insights to fuel QM efforts
Gabriela Contreras
Gabriela Contreras
Customer Marketing, Observe.AI
This Fortune 500 global medical products company shares how they integrated employee experience into their digital transformation, with a new focus on coaching and workforce engagement. The result is a supercharged customer experience.
Insights
5 ways Alcon Laboratories drives a people-first quality management strategy
Lynn Couttie
Lynn Couttie
CS Project Manager, Alcon
Evaluation Form Builder, Form Testing, and Score Breakdown bolster our QM capabilities and help your QA teams work faster and more accurately.
Product
Level up QA Evaluations with these new and exciting features
Ruchi Karmalkar
Ruchi Karmalkar
Product Marketing, Observe.AI
Quality management is transforming, and the biggest driver behind the transformation is Analytics-enabled Speech Analytics (contact center AI). The future is bright, and here are 6 predictions for what's to come.
Insights
6 reasons call center quality management and QA is changing for the better
Swapnil Jain
Swapnil Jain
Co-Founder and CEO, Observe.AI
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