Notes on conversation intelligence
74 posts / page 1 of 7
7 July 2026/Terje Ennomäe
Why customers reject your offer: 5 reasons hidden in your sales calls
Rejection is data. See how sales monitoring surfaces customer objections and turns them into fixes for pricing, product, positioning and offers.
6 July 2026/Lauri Ilison
The EU AI Act and employee performance assessment: why CE marking is a competitive edge
AI that monitors or scores employee performance is high-risk under the EU AI Act. Here is what that means for contact centres — and why CE-marked workforce analytics is a USP for regulated industries.
2 July 2026/Terje Ennomäe
Building and sharing Stories from conversation data
Turn conversation insight into dashboards your whole team can use. A practical guide to building, saving and sharing Stories in conversation analytics.
2 July 2026/Lauri Ilison
Inside an automated quality evaluation: transcript to score
How a call goes from transcript to a quality score. A practical walk-through of automated evaluation, scorecards, comments and the agent feedback loop.
2 July 2026/Terje Ennomäe
Search and concordance across thousands of conversations
Find the exact moment in any call, chat or email. A practical guide to full-text search, filters, concordance and quick views in conversation analytics.
2 July 2026/Lauri Ilison
Secure access: accounts, MFA and control in analytics
How access control keeps conversation data safe. A practical guide to accounts, multi-factor authentication and user management in conversation analytics.
2 July 2026/Terje Ennomäe
How to visualise conversation data: a guide to charts
Turn transcribed calls, chats and emails into clear charts. A practical guide to bar, line, pie and word-cloud views, trendlines and moving averages.
16 December 2025/Terje Ennomäe
Real-time guidance for contact centre sales
The offer is often missed on the call, not in the plan. See how real-time agent guidance helps teams time upsell and cross-sell offers naturally.
21 November 2025/Terje Ennomäe
Real-time support: how Agent Assist helps every call
Agent Assist gives contact centre teams real-time support — campaign nudges, compliance reminders and upsell prompts — during the call, not after.
3 June 2025/Terje Ennomäe
Sales monitoring: what it is and why it works
Automated sales conversation analysis evaluates every sales call, not a few. Spot winning arguments, coach with confidence and capture more leads.
17 April 2025/Terje Ennomäe
Process management with AI-scored calls
Combine automatic summaries and quality scores to see why calls happen, why issues go unresolved, and where to fix processes to raise FCR.
9 April 2025/Terje Ennomäe
Change management powered by conversation data
Most everyday management decisions still rely on gut feel. See how conversation data turns daily calls, chats and emails into confident change.