Tag

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 - Redefine cost-cutting measures in CS

How conversational analytics is redefining the cost-cutting measures in customer service

Cost-cutting is not down to blind setting of goals or just crunching numbers as that may lead to negative effects towards the customer or creating new issues. Therefore, every attempt to cut costs needs to be planned and evaluated. Reduce customer service costs, not quality! Companies wish to find growth but have to tackle new...
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...
How the Feelingstream conversation analytics tool can enhance your business and customer service

How the Feelingstream customer conversation analytics tool can enhance your business and customer service?

Most businesses find it very difficult to understand what their customers think of them. It is not plain and clear what the customer issues are. Therefore, finding data for making important business decisions is complicated. Managers often make decisions in the dark or based on their gut feelings. Decision making is easier by using conversation...
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...
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....
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