Notes on conversation intelligence — 2026

7 posts

7 July 2026/Terje Ennomäe

Why customers reject your offer: 5 reasons hidden in your sales calls

Rejection is data. See how sales monitoring surfaces customer objections and turns them into fixes for pricing, product, positioning and offers.

6 July 2026/Lauri Ilison

The EU AI Act and employee performance assessment: why CE marking is a competitive edge

AI that monitors or scores employee performance is high-risk under the EU AI Act. Here is what that means for contact centres — and why CE-marked workforce analytics is a USP for regulated industries.

2 July 2026/Terje Ennomäe

Building and sharing Stories from conversation data

Turn conversation insight into dashboards your whole team can use. A practical guide to building, saving and sharing Stories in conversation analytics.

2 July 2026/Lauri Ilison

Inside an automated quality evaluation: transcript to score

How a call goes from transcript to a quality score. A practical walk-through of automated evaluation, scorecards, comments and the agent feedback loop.

2 July 2026/Terje Ennomäe

Search and concordance across thousands of conversations

Find the exact moment in any call, chat or email. A practical guide to full-text search, filters, concordance and quick views in conversation analytics.

2 July 2026/Lauri Ilison

Secure access: accounts, MFA and control in analytics

How access control keeps conversation data safe. A practical guide to accounts, multi-factor authentication and user management in conversation analytics.

2 July 2026/Terje Ennomäe

How to visualise conversation data: a guide to charts

Turn transcribed calls, chats and emails into clear charts. A practical guide to bar, line, pie and word-cloud views, trendlines and moving averages.