The world is becoming more data and technology-focused with each passing year. The pace at which we’re moving in collecting data, using data, and developing AI models – is intense. Data security is key when moving to new technologies and ways of using the data.   Companies have already been getting used to GDPR and...

Efficiency is one of the core values of Feelingstream. It is critical to optimise operations and workflow no matter what size call centre you are in charge of. One area where efficiency can have a significant influence is call quality rating. The process of manual call quality scoring is inefficient, time-consuming, and difficult.    We discussed...

Data analysis and the use of customer conversations, in our opinion, are the future of empowered decision-making. Making informed business decisions requires having access to reliable sources of information, such as customer conversations. With the technology we have today, the boundaries of what we can learn from customer interactions are being pushed further and further....

In a previous article, we wrote about the knowledge pyramid and moving through its layers with thought and data analysis to work towards finding actionable insights. In this article, we’d like to run you through another example of this process. We wish to make it clearer by using some demo data and the Feelingstream conversation...

When you think of great customer experience design, do you often also think about having great customer service from a company? Because we do. Offering quality customer service can differentiate a company from its competitors. Good service can make or break a customer experience.  To offer great customer experiences, you need to ensure that your service...