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...
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....
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...
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...
