By

Anette Villberg
Feelingstream team dec 2022

Hello, 2022 – we are ready for you!

As December is coming to a close, it is time to step back and reflect a bit. 2022 is almost here, so we want to welcome the new year with new energy.  In this article, we will share some highlights of the year and the most popular articles from our blog. In addition to that, we want to...
Come meet Feelingstream at e-Estonia Digital Discussions and Slush!

Come meet us at Slush and Digital Discussions!

The last couple of years may not have been the greatest for meetups and conferences. However, times seem to be changing. Therefore, Feelingstream will be participating in two upcoming events – virtual Digital Discussions and physical SLUSH.  We will be part of the e-Estonia online event Digital Discussions on the 28th of October 2021. In short, the event will give...
Finnish speech to text accuracy Feelingstream

We are 25% more accurate in speech to text of customer service calls than Google in the Finnish language

In the speech to text and automated speech recognition world, the accuracy of transcribing English is reaching very high levels. The best voice recognition software can reportedly achieve accuracies around 95% (numbers could be even higher today). Google is definitely amongst the top transcribers in English (read more in this Leaddesk article).  The transcription accuracy is often...
CXDay2021_post

Celebrating CX day and tributing call center Agents providing enjoyable experiences for beloved customers 

Each year on the first Tuesday in October, the customer experience community celebrates the professionals and companies that make great customer experiences happen – a celebration known as CX Day. In 2021, customer experience day falls on 5th October.  It is a day to highlight the great experiences we wish for our customers. To showcase and notice what they deserve when...
A new version of Feelingstream

How Feelingstream’s new version and advanced features will enhance your work

When it comes to our software, we are always on the lookout for improvements for giving our users the best value.  We base any version update or upgrade on what our customers have wanted or needed to make their lives easier.  We want to provide the best user experience possible, so we constantly gather feedback...
Monologue Feelingstream

Engage your customers and increase sales by reducing Agent monologues in phone calls

Have you ever had a Sales Representative or Agent call you to sell some service or product with a long-winded script? Was it interesting to listen to this monologue? Did you buy what they were selling?  Most likely not. Analysis of B2C sales calls has shown that in cases where there are long monologues from...
automated after call memo Feelingstream

Stop spending time on manual after-call memo processes, our automated solution can help

When a customer contacts a company, the contact must be documented. This documentation is crucial for any future reference or additional contact from the same customer. At the same time, the company also needs information about contacts for categorization, analysis, and improvement. Documentation protocols may vary, but one thing is clear – it takes a...
Feelingstream chat customer service quality assessment zendesk 2021

Improve your customer service quality assessment for chat with 100% visibility and automated reviews

When it comes to customer service quality assessment, there is the option of reviewing customer feedback. This does not always give a valid overview, because most customers do not reply to surveys. Analyzing the actual contacts, whether they are calls, emails, or chats, is much more efficient – when done right. The current process for...
Complaints_feelingstream

Learning from customers’ complaints and feedback for a better service

Customer service always deals with customer issues, customers generally do not simply call in to chat about how amazing the services or products are. When they call, they usually have a problem or concern. Therefore, customer service agents are used to dealing with customer problems, but sometimes some complaints need special attention. In some companies,...
Feelingstream_repetitive_calls

Save up to 10% of costs by reducing your repetitive calls

When you analyze customer service calls, it is common knowledge that some customers call back multiple times per day. Our practice has shown that 10% of all calls are repetitive calls. Some of those calls are inevitable, some could be avoided. Most companies measure their First Call Resolution (read more about that HERE), but they may...
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