When planned campaigns meet live conversations Most companies know which campaigns they plan to run, which customers they want to reach, and which offers should be presented. Many run these campaigns through email or social channels, and those are not the focus here. In contact centres, campaigns are different. But without real-time agent guidance for...
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...
Sales is part science, part art, and if we’re honest, part detective work. For many sales team leads, understanding why one agent consistently hits targets while another struggles can feel like solving a puzzle with pieces missing. That’s where automated sales conversation analysis with Sales Monitoring makes all the difference. We’ve worked with teams who used...
We have implemented gen-AI-based solutions of Automatic Summary and Automatic Quality Score with our customers and can see how much impact each of them has on cost-cutting and the efficiency of daily processes within customer service. Combining them is where we can make a big change in process management. In this article, we’ll delve into...
We have been offering conversation analytics as a means to systematise quality assessment for some time now. As each company has a standard call flow, the basics of the calls are similar and query-based solutions can be built to find calls which either do or do not adhere to the call flow or its components....
Customer service quality has always been a core part of any business, big or small, interacting with customers on a daily basis. Customers want the service to be efficient and friendly. The main focus though will always be that the customer needs their issue to be solved. Companies want to continuously ensure customer satisfaction, and...
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...
Customer service interactions are changing rapidly, and businesses turn to automation tools trying to improve efficiency and customer satisfaction. There are a variety of automation options that are being tested and tried, some with impressive results. The innovation of using automatic summaries for conversations can prove to be a game changer for both customers and...
In the realm of customer service, it is important to keep up to date with the latest developments that can benefit your business, the customer, and your Agents. If there is a way to make the process smoother, more efficient, and even more enjoyable for everyone involved, it would be a shame not to take...
