Category

Quality
Data Security in Customer Conversations

How can data security help you maximise the value of your customer conversations?

The world is becoming more data and technology-focused with each passing year. The pace at which we’re moving in collecting data, using data, and developing AI models – is intense. Data security is key when moving to new technologies and ways of using the data.   Companies have already been getting used to GDPR and...
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 - 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...
design customer experience through customer conversations

Analyze and design customer experience through customer service conversations 

When you think of great customer experience design, do you often also think about having great customer service from a company? Because we do. Offering quality customer service can differentiate a company from its competitors. Good service can make or break a customer experience.  To offer great customer experiences, you need to ensure that your service...
CXDay2021_post

CX day – celebrating and tributing call center Agents providing enjoyable experiences for beloved customers 

Each year on the first Tuesday in October, the customer experience community celebrates the professionals and companies that make great customer experiences happen – a celebration known as CX Day. In 2021, customer experience day falls on 5th October.  It is a day to highlight the great experiences we wish for our customers. To showcase and notice what they deserve when...
customer service quality assessment

Improve your customer service quality assessment for chat with 100% visibility and automated reviews

When it comes to customer service or chat service quality assessment, there is the option of reviewing customer feedback. This does not always give a valid overview, because most customers do not reply to surveys. Analyzing the actual contacts, whether they are calls, emails, or chats, is much more efficient – when done right. The...
learning from customer complaints and feedback for a better service

Learning from customer 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 deal with customer problems all the time. However, sometimes some customer complaints need special attention. In some...
AI-driven customer service quality monitoring

10 typical questions that AI-driven customer service 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 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.
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