Notes on conversation intelligence
74 posts / page 3 of 7
22 May 2023/Lauri Ilison
Data security in conversation analysis
How Feelingstream keeps customer conversations secure: ISO 27001, GDPR, EU data residency, on-premises and closed-cloud options, and data masking.
31 March 2023/Terje Ennomäe
Cost-cutting in customer service, done properly
Cutting customer service costs without hurting the experience. A six-step, evidence-led approach using conversation analytics to reduce avoidable contact.
28 February 2023/Terje Ennomäe
The six steps of data analysis for better decisions
A simple six-step process for analysing customer conversations — from setting a goal to validating results — so you make evidence-based decisions.
3 January 2023/Terje Ennomäe
Why you should analyse customer feedback with AI
NPS and CSAT scores tell you what customers feel, not why. AI text analytics unlocks the comments — and every conversation — behind the number.
2 October 2022/Terje Ennomäe
How to solve a business problem with conversation data
A five-step method for solving business problems — and how conversation analytics puts a number on the issue so you fix what actually matters.
19 September 2022/Terje Ennomäe
Finding actionable insights with conversation analytics
A worked example of moving from raw customer conversations to a decision — using search, sentiment and word clouds to fix a real self-service problem.
30 August 2022/Terje Ennomäe
From data to actionable insights: a practical guide
Data alone changes nothing. Learn the knowledge pyramid that takes you from raw customer data to actionable insights that drive real decisions.
25 April 2022/Terje Ennomäe
Analyse and design customer experience from conversations
Design customer experience around your service conversations. See how analysing calls and chats improves personalisation, communication and loyalty.
30 March 2022/Terje Ennomäe
How a conversation analytics tool helps your business
A conversation analytics tool turns calls, chat and email into insight for quality, efficiency and sales. Learn how it works and where it pays off.
22 March 2022/Terje Ennomäe
The guide to efficiency with AI in customer service
How AI and conversation analytics make customer service more efficient — cutting cost, reducing repetitive calls and automating manual work.
22 February 2022/Terje Ennomäe
What is conversation analytics? A practical guide
Conversation analytics turns calls, chats and emails into 100% visibility and actionable insight. Learn how it works and where it delivers value.
21 October 2021/Lauri Ilison
Finnish speech-to-text accuracy for call centres
Generic ASR struggles with spontaneous Finnish phone calls. Learn why domain-tuned Finnish speech-to-text is more accurate and better for contact centres.