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Notes on conversation intelligence

78 posts / page 1 of 7

A headset agent looking at a screen showing a sales funnel — around 19% of calls notified, 32% mentioned and 50% accepted — beside the headline 'When customers hear the offer, half say yes'

13 July 2026/Terje Ennomäe

When customers hear the offer, half say yes

In one analysis of tens of thousands of calls, half of customers accepted the offer — when they actually heard it. Agent assist makes sure they do.

Sales-results dashboard showing accepted offers rising by around 40% when agents pitch the assigned campaign

10 July 2026/Terje Ennomäe

Your agents are selling, just not what you planned

An 18,000-call analysis: agents attempted a sale on 81% of calls but pitched the assigned campaign on only 35%. The revenue leak is misalignment.

Agent Assist: about 40% of eligible calls actually include the right offer — notify, remind, validate

8 July 2026/Terje Ennomäe

The 40% problem: why the right offer never reaches your customer

One insurance contact centre measured how often the right offer actually reached the customer: about 40% of eligible calls. Here is where the revenue leaks — and how real-time prompts close the gap.

Why customers reject your offer — sales rejection analysis by Feelingstream

15 June 2026/Terje Ennomäe

Why customers reject your offer: 5 reasons hidden in your sales calls

Rejection is data. See how sales monitoring surfaces customer objections and turns them into fixes for pricing, product, positioning and offers.

Real-time support for human agents during a call

15 May 2026/Terje Ennomäe

Real-time support for agents: five ways to help humans during the call

Real-time support helps agents while the customer is still on the line. Here are five practical ways to guide humans during a call — and three business benefits it delivers.

EU AI Act and employee performance assessment — Feelingstream

15 April 2026/Lauri Ilison

The EU AI Act and employee performance assessment: why CE marking is a competitive edge

AI that monitors or scores employee performance is high-risk under the EU AI Act. Here is what that means for contact centres — and why CE-marked workforce analytics is a USP for regulated industries.

15 March 2026/Lauri Ilison

Secure access: accounts, MFA and control in analytics

How access control keeps conversation data safe. A practical guide to accounts, multi-factor authentication and user management in conversation analytics.

28 February 2026/Lauri Ilison

Inside an automated quality evaluation: transcript to score

How a call goes from transcript to a quality score. A practical walk-through of automated evaluation, scorecards, comments and the agent feedback loop.

14 February 2026/Terje Ennomäe

How to visualise conversation data: a guide to charts

Turn transcribed calls, chats and emails into clear charts. A practical guide to bar, line, pie and word-cloud views, trendlines and moving averages.

28 January 2026/Terje Ennomäe

Search and concordance across thousands of conversations

Find the exact moment in any call, chat or email. A practical guide to full-text search, filters, concordance and quick views in conversation analytics.

15 January 2026/Terje Ennomäe

Building and sharing Stories from conversation data

Turn conversation insight into dashboards your whole team can use. A practical guide to building, saving and sharing Stories in conversation analytics.

Agent Assist: real-time agent guidance for sales

16 December 2025/Terje Ennomäe

Real-time guidance for contact centre sales

The offer is often missed on the call, not in the plan. See how real-time agent guidance helps teams time upsell and cross-sell offers naturally.