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Silence in customer service calls

What can silence tell us about customer service calls?

In this post, we’ll introduce what silence means in customer service calls, why it’s important to draw attention to it, and how a customer conversation analytics platform can help you measure silence, identify the causes, and learn from it. All...
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Automated topic detection for better business

Automated call topics detection can lead to better business

Some people may fear that artificial intelligence is becoming increasingly dominant and will start taking away jobs, leaving people unemployed. What we can focus on is looking at which jobs AI could actually do better. This would leave more time...
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Using data analysis in business decision making

How to use data analysis in your business decision making

Data-driven decision-making has been at the forefront for a while now and it has been the way of working for many companies. Even though increasingly popular, the data-driven approach has not always taken companies to their needed business growth. It...
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Churn risk retection and actions with AI

Signs that your customer is about to leave and how analysing customer interactions helps to prevent it

When a customer is dissatisfied with a company’s services or decides to leave a company, there are usually warning signs. The company can manage and keep down churn risk if they knowingly work towards this target. This means analyzing customer...
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Repeat call analysis for FCR

Repeat call analysis – improve your First Call Resolution rates

Discover how our new automated solution for detecting First Call Resolution rates helps companies significantly improve customer experience.
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AI-driven customer service quality monitoring

10 typical questions that AI-driven customer service quality monitoring can help you answer – Part II

Businesses with large call volumes typically have similar customer service challenges. Here's how Feelingstream helps find answers.
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why change your call quality monitoring

Why you need to change how you do call quality monitoring – Part I

This common approach to call quality monitoring is costing businesses valuable time and opportunities to grow their business.
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What Estonian public sector institutions discovered about their customer service using Feelingstream

Feelingstream collaborated with three Estonian public sector institutions as part of the Estonian government's AI strategy.
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improve chatbot to optimize customer communication channels

Improve your chatbot to optimize customer communication channels

Discover how analyzing chatbot interactions can help make customer service channels more efficient overall.
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inbound email routing helps achieve sales potential

How inbound email routing helps achieve sales potential

Businesses can make a ton of new sales by automating inbound customer email routing.
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How do customers speak in different customer service channels

How do customers speak in different customer service channels?

Our speech to text solution makes customer calls searchable in text format. But this new kind of customer insight calls for a new way of thinking.
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Customer self-service portal improvements to reduce calls to customer service

How to improve your customer self-service portal and reduce calls to customer service

Learn more about how Feelingstream has helped businesses improve their customer self-service portals and reduce incoming customer calls.
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More visibility during remote working adds up to better business decisions

Remote work means that managers work from home. The customer service team that is serving customers is either working from home or in a safe work environment. This new situation that the managers find themselves in demands for more visibility...
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Remote customer service made efficient with conversation analytics

Remote customer service made efficient with conversation analytics

A few months ago, no one knew how radically our work life was going to change in the coming months. Governments all over the world have requested companies to close their offices and work from home. This means that customer...
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