Notes on conversation intelligence — 2023

6 posts

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.