Category

Efficiency
Automated call center quality assurance

The rise of automated call center quality assurance 

In our previous post we listed some reasons why manual call center quality assurance is a thing from the past. Call center analytics and using technology to make the most of the available data is where we are now moving to. Technological improvements have given rise to automated call quality grading systems. To analyse calls...
Feelingstream - manual call quality monitoring is in the past

Unlocking efficiency: Why manual call quality scoring is a thing of the past 

Efficiency is one of the core values of Feelingstream. It is critical to optimise operations and workflow no matter what size call centre you are in charge of. One area where efficiency can have a significant influence is call quality rating. The process of manual call quality scoring is inefficient, time-consuming, and difficult.    We discussed...
Feelingstream - mere facts and actionable insight

Conversational analytics: mere facts versus actionable insights

In today’s data-driven world, companies are constantly seeking ways to improve customer service quality, efficiency, and boost sales. One powerful tool that has emerged in recent years is conversational analytics. This technology leverages natural language processing (NLP) and machine learning (AI) to analyse customer interactions, providing valuable insights that can help organisations enhance their customer...
Feelingstream - Journey from data collection to decision-making

6 Steps of Data Analysis

Data analysis and the use of customer conversations, in our opinion, are the future of empowered decision-making. Making informed business decisions requires having access to reliable sources of information, such as customer conversations. With the technology we have today, the boundaries of what we can learn from customer interactions are being pushed further and further....
Feelingstream - Why analyse customer feedback

Customer feedback analysis with AI text analytics

Why should you analyse customer feedback? When it comes to customer feedback, there are various forms that may be collected and analysed. The most common ones are NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). For companies selling various products, product feedback and reviews are also very relevant.  Collecting feedback is not too complex; the...
Feelingstream - How to solve a business problem

How can conversational analytics assist you in solving business problem?

A skill that is valued across all professions and industries is the ability to identify the root cause of a difficult business problem and then solve it. But not everyone is born with the talent for problem-solving. In fact, becoming an expert problem solver could be really challenging. However, just like any other skill, problem...
finding actionable insights with feelingstream conversation analytics tool

Finding actionable insights with the Feelingstream conversation analytics tool

In a previous article, we wrote about the knowledge pyramid and moving through its layers with thought and data analysis to work towards finding actionable insights. In this article, we’d like to run you through another example of this process. We wish to make it clearer by using some demo data and the Feelingstream conversation...
what are actionable insights and how to find them

What are actionable insights, and how do we find them in customer feedback?

The process of moving from data to actionable insights is not a path that is always easy to walk. It's one that is important still.
Ultimate guide to efficiency with AI

The Ultimate Guide to Efficiency with AI

What is efficiency? When we at Feelingstream think about efficiency, we think about efficient businesses.   Tony Robbins says this on his website: “Business efficiency means maximizing your outputs from your given inputs – or making the most of your resources. If you haven’t thought about how to improve efficiency in a business, you may well...
New version of feelingstream

How Feelingstream’s new version and advanced features will enhance your work

When it comes to our software, we are always on the lookout for improvements for giving our users the best value.  We base any version update or upgrade on what our customers have wanted or needed to make their lives easier.  We want to provide the best user experience possible, so we constantly gather feedback...
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