Data analysis must always consider privacy needs and regulations. Customer conversations with customer service hold quite a lot of personal data. Therefore, conversation analysis options may be quite limited unless technology is used for data masking or some other method of anonymisation.   Good quality data masking has been a must-have solution for a few of...

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...

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...

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...

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...