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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.

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

Joe Hanson

Growth Marketing, Observe.AI

Learn about what After Call Work (ACW) means in the call center, why it is important, ACW industry standards, and what call center leaders can do to improve it.

After Call Work (ACW): What It Means and How to Improve It

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.

Why redaction is important for your contact center and how is it done?

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

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.

5 post-pandemic industry trends that are reshaping the contact center

Ashish Seth

Chief Product Officer, Lifesize

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.

5 ways Alcon Laboratories drives a people-first quality management strategy

Lynn Couttie

CS Project Manager, Alcon

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.

How this F500 global medical products company harnesses accurate insights to fuel QM efforts

Gabriela Contreras

Gabriela Contreras

Customer Marketing, Observe.AI

Evaluation Form Builder, Form Testing, and Score Breakdown bolster our QM capabilities and help your QA teams work faster and more accurately.

Level up QA Evaluations with these new and exciting features

Ruchi Karmalkar

Ruchi Karmalkar

Product Marketing, Observe.AI

Call center quality management is transforming due to recent contact center AI advancements. Here are 6 predictions for what's to come.

6 Reasons Call Center Quality Management is Changing for the Better

Swapnil Jain

Co-Founder and CEO, Observe.AI

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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