Category

AI
Complaints_feelingstream

Learning from customers’ complaints and feedback for a better service

Customer service always deals with customer issues, customers generally do not simply call in to chat about how amazing the services or products are. When they call, they usually have a problem or concern. Therefore, customer service agents are used to dealing with customer problems, but sometimes some complaints need special attention. In some companies,...
Feelingstream_repetitive_calls

Save up to 10% of costs by reducing your repetitive calls

When you analyze customer service calls, it is common knowledge that some customers call back multiple times per day. Our practice has shown that 10% of all calls are repetitive calls. Some of those calls are inevitable, some could be avoided. Most companies measure their First Call Resolution (read more about that HERE), but they may...
REACH Feelingstream and Medicum 2021

Feelingstream has been selected to enter REACH Incubation programme!

Out of 184 big data European startups, Feelingstream is one of the 30 participants invited to join the REACH program to develop data-based solutions for doctors in the medical sector.     Feelingstream is an innovative AI-driven conversation intelligence solution, that transcribes and classifies customer interactions and automates the after-call work.  “Feelingstream is partnering up with Medicum for digitalizing the doctors’ and nurses’ everyday work....
Feelingstream_silence_2021

What can silence tell us about customer service calls?

Silence in calls with customer service is quite normal. Sometimes people on either side need time to respond, the agent needs a minute to find an answer, or maybe the customer needs to step away from their phone for a moment. Silence can be unremarkable, but it can also be a sign of an issue....
Terje_Ennomae_Feelingstream_2021_2

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 more and more jobs, leaving people unemployed. What we really should be thinking about is how we ensure that we automatize the jobs that could be done best by AI, leaving more time for humans to focus on their...

10 typical questions that AI-driven call 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.

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.