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Efficiency
Silence in customer service calls
March 16, 2021

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...
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Automated topic detection for better business
March 10, 2021

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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Using data analysis in business decision making
February 26, 2021

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...
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Churn risk retection and actions with AI
February 7, 2021

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...
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Avoidable inbound calls reduced with conversation analysis
January 19, 2021

Avoidable inbound calls reduced with conversation analysis

How many avoidable calls can you find from your customer contacts?
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Repeat call analysis for FCR
January 13, 2021

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.
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AI-driven customer service quality monitoring
December 22, 2020

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.
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why change your call quality monitoring
December 15, 2020

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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improve chatbot to optimize customer communication channels
December 8, 2020

Improve your chatbot to optimize customer communication channels

Discover how analyzing chatbot interactions can help make customer service channels more efficient overall.
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inbound email routing helps achieve sales potential
December 1, 2020

How inbound email routing helps achieve sales potential

Businesses can make a ton of new sales by automating inbound customer email routing.
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