Notes on conversation intelligence — 2020
11 posts
22 December 2020/Terje Ennomäe
Questions AI quality monitoring answers
From why customers call to how to lift upselling, see the business questions AI-driven quality monitoring can answer at full coverage.
15 December 2020/Terje Ennomäe
Rethinking call quality monitoring
Manual call monitoring reaches 1–2% of calls. See how automated monitoring gives full visibility and frees managers to fix issues.
8 December 2020/Terje Ennomäe
Improve your customer service chatbot with analysis
A chatbot only saves money if it actually helps customers. Analyse chat interactions to train the bot, fix self-service and deflect costly contacts.
1 December 2020/Terje Ennomäe
Inbound email routing that finds sales potential
Automatically prioritise inbound customer emails by business value, so agents answer sales-critical messages in hours instead of days.
26 November 2020/Terje Ennomäe
How customers speak across service channels
Customers phrase the same request very differently in chat, email and calls. Here is why searching call transcripts needs a new mindset.
24 November 2020/Terje Ennomäe
Improve your self-service portal, reduce calls
Customers call when self-service fails them. Learn why, from your own conversations, and make the small fixes that cut call volume and cost.
20 April 2020/Terje Ennomäe
More visibility for better business decisions
When managers cannot sit beside their agents, visibility into real customer conversations becomes essential for good decisions. Here is why.
8 April 2020/Terje Ennomäe
Remote customer service, run on conversation analytics
Managing a distributed contact centre? Conversation analytics gives team leads visibility to coach agents, plan resources and catch issues from anywhere.
17 March 2020/Terje Ennomäe
Solving the chatbot visibility problem
Most chatbot owners cannot see which conversations actually help. Here is how analytics restores visibility and lets you act on failing flows fast.
12 February 2020/Terje Ennomäe
Lead generation from existing customer conversations
Your service calls are full of buying signals. See how analysing existing conversations surfaces qualified leads and grows revenue cost-efficiently.
11 January 2020/Terje Ennomäe
Should closing deals be scripted?
Scripts keep sales calls consistent but can sound robotic. See how analysing every call helps you coach agents and close more deals without rigid scripts.