In every call centre, agents balance a complex mix of tasks: understanding the customer’s problem, remembering campaign details, following scripts, and meeting compliance rules. Even the most experienced agents can miss something important under pressure. One forgotten disclosure or unmentioned offer can impact sales results and, in regulated industries, even lead to compliance breaches. This...

As it always happens at the end of the year, we like to look back on what we have done in Feelingstream in 2024 and explore into the future with some plans and hints about 2025. Our focus is on automating insights, bringing them closer to our users and offering need-based tools with the help...

Conversation analysis can provide valuable insights for companies across various time periods, ranging from real-time to historical data. Different time intervals support different use cases and can have a variety of benefits. One thing is clear – having data going back a few years will give you the most options.  With the ability to analyse...

Have you ever had a Sales Representative or Agent call you to sell some service or product with a long-winded script? Was it interesting to listen to this monologue? Did you buy what they were selling?  Most likely not. Analysis of B2C sales calls has shown that in cases where there are long monologues from...

Our speech to text solution makes customer calls searchable in text format. But this new kind of customer insight calls for a new way of thinking.