Notes on conversation intelligence — 2024
7 posts
4 October 2024/Terje Ennomäe
Benefits of automatic summaries for all
Automatic summaries help customers and agents alike — no repeating themselves, shorter waits, less after-call work and full focus on the call.
25 September 2024/Terje Ennomäe
Reasons to use automatic call summaries
Automatic summaries cut after-call work, standardise notes and free agents to focus on customers. Here are the reasons to adopt them.
13 August 2024/Terje Ennomäe
6 user personas for conversation analysis
See how six roles — from quality and sales to product and marketing — turn customer conversations into decisions with conversation analysis.
30 July 2024/Terje Ennomäe
The benefits of e-learning for platform users
A well-maintained knowledge base with e-learning helps users master conversation analytics faster — self-serve support, videos and use cases.
17 June 2024/Terje Ennomäe
Customer service optimisation with analytics
Optimise customer service by knowing what and where to improve. Analyse conversations first, then route, deflect and automate with confidence.
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.