Notes on conversation intelligence
78 posts / page 3 of 7
3 May 2024/Lauri Ilison
ASR quality, usability and data security
Three foundations of conversation analytics: accurate speech-to-text, usable tools for every team, and ISO 27001 data security with PII masking.
19 April 2024/Terje Ennomäe
Conversation analysis use cases by time frame
From same-day monitoring to multi-year archives, see how the time frame you analyse shapes what conversation analysis can do for your business.
20 December 2023/Terje Ennomäe
Automated call-centre quality assurance: a complete guide
Score 100% of conversations, not a 1–2% sample. How automated call-centre QA with AI improves consistency, coaching and customer experience.
22 September 2023/Terje Ennomäe
Mere facts versus actionable insights
Not all data from customer conversations is useful. Learn how to tell actionable insights from mere facts and focus on what drives real improvement.
22 May 2023/Lauri Ilison
Data security in conversation analysis
How Feelingstream keeps customer conversations secure: ISO 27001, GDPR, EU data residency, on-premises and closed-cloud options, and data masking.
31 March 2023/Terje Ennomäe
Cost-cutting in customer service, done properly
Cutting customer service costs without hurting the experience. A six-step, evidence-led approach using conversation analytics to reduce avoidable contact.
28 February 2023/Terje Ennomäe
The six steps of data analysis for better decisions
A simple six-step process for analysing customer conversations — from setting a goal to validating results — so you make evidence-based decisions.
3 January 2023/Terje Ennomäe
Why you should analyse customer feedback with AI
NPS and CSAT scores tell you what customers feel, not why. AI text analytics unlocks the comments — and every conversation — behind the number.
2 October 2022/Terje Ennomäe
How to solve a business problem with conversation data
A five-step method for solving business problems — and how conversation analytics puts a number on the issue so you fix what actually matters.
19 September 2022/Terje Ennomäe
Finding actionable insights with conversation analytics
A worked example of moving from raw customer conversations to a decision — using search, sentiment and word clouds to fix a real self-service problem.
30 August 2022/Terje Ennomäe
From data to actionable insights: a practical guide
Data alone changes nothing. Learn the knowledge pyramid that takes you from raw customer data to actionable insights that drive real decisions.
25 April 2022/Terje Ennomäe
Analyse and design customer experience from conversations
Design customer experience around your service conversations. See how analysing calls and chats improves personalisation, communication and loyalty.