Category

Efficiency
Automated after-call memos with Feelingstream

Stop spending time on manual after call notes, use our automated solution

When a customer contacts a company, the contact must be documented. This documentation is crucial for any future reference or additional contact from the same customer. At the same time, the company also needs information about contacts for categorization, analysis, and improvement. Documentation protocols may vary, but one thing is clear – it takes a...
Save up to 10% of costs by reducing your 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 contacts are repetitive calls. Some of those calls are inevitable, some could be avoided. Most companies measure their First Call Resolution. However, they may not be aware of the...
Silence in customer service calls

What can silence tell us about customer service calls?

In this post, we’ll introduce what silence means in customer service calls, why it’s important to draw attention to it, and how a customer conversation analytics platform can help you measure silence, identify the causes, and learn from it. All for a more efficient and customer-friendly result.  What does silence in customer service calls actually...
Automated topic detection for better business

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 jobs, leaving people unemployed. What we can focus on is looking at which jobs AI could actually do better. This would leave more time for humans to focus on their strengths. This includes giving way to automated call topics....
Using data analysis in business decision making

How to use data analysis in your business decision making

Data-driven decision-making has been at the forefront for a while now and it has been the way of working for many companies. Even though increasingly popular, the data-driven approach has not always taken companies to their needed business growth. It is also likely that by using this approach, companies have not used available data to...
Churn risk retection and actions with AI

Signs that your customer is about to leave and how analysing customer interactions helps to prevent it

When a customer is dissatisfied with a company’s services or decides to leave a company, there are usually warning signs. The company can manage and keep down churn risk if they knowingly work towards this target. This means analyzing customer interactions and customer activities, then taking steps to avoid losing customers before they leave. All...
Repeat call analysis for FCR

Repeat call analysis – improve your First Call Resolution rates

Discover how our new automated solution for detecting First Call Resolution rates helps companies significantly improve customer experience.
why change your call quality monitoring

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.
improve chatbot to optimize customer communication channels

Improve your chatbot to optimize customer communication channels

Discover how analyzing chatbot interactions can help make customer service channels more efficient overall.
1 2 3