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Notes on conversation intelligence

79 posts / page 5 of 7

Churn risk retection and actions with AI

7 February 2021/Terje Ennomäe

Churn-risk signals: spot them before customers leave

Customers rarely leave without warning. Learn the churn-risk signals in customer conversations and how to act on them before it is too late.

Avoidable inbound calls reduced with conversation analysis

19 January 2021/Terje Ennomäe

Cut avoidable inbound calls with conversation analysis

A share of every contact centre's calls are avoidable. Find them across all calls with topic analysis, fix the root cause and remove the cost.

13 January 2021/Terje Ennomäe

First call resolution: measure it with repeat-call data

Surveys and agent notes give a partial view of FCR. Detect repeat callers across every conversation to measure true first call resolution and fix it.

AI-driven customer service quality monitoring

22 December 2020/Terje Ennomäe

Questions AI quality monitoring answers

From why customers call to how to lift upselling, see the business questions AI-driven quality monitoring can answer at full coverage.

15 December 2020/Terje Ennomäe

Rethinking call quality monitoring

Manual call monitoring reaches 1–2% of calls. See how automated monitoring gives full visibility and frees managers to fix issues.

improve chatbot to optimize customer communication channels

8 December 2020/Terje Ennomäe

Improve your customer service chatbot with analysis

A chatbot only saves money if it actually helps customers. Analyse chat interactions to train the bot, fix self-service and deflect costly contacts.

inbound email routing helps achieve sales potential

1 December 2020/Terje Ennomäe

Inbound email routing that finds sales potential

Automatically prioritise inbound customer emails by business value, so agents answer sales-critical messages in hours instead of days.

How do customers speak in different customer service channels

26 November 2020/Terje Ennomäe

How customers speak across service channels

Customers phrase the same request very differently in chat, email and calls. Here is why searching call transcripts needs a new mindset.

Customer self-service portal improvements to reduce calls to customer service

24 November 2020/Terje Ennomäe

Improve your self-service portal, reduce calls

Customers call when self-service fails them. Learn why, from your own conversations, and make the small fixes that cut call volume and cost.

20 April 2020/Terje Ennomäe

More visibility for better business decisions

When managers cannot sit beside their agents, visibility into real customer conversations becomes essential for good decisions. Here is why.

Remote customer service made efficient with conversation analytics

8 April 2020/Terje Ennomäe

Remote customer service, run on conversation analytics

Managing a distributed contact centre? Conversation analytics gives team leads visibility to coach agents, plan resources and catch issues from anywhere.

European Data Incubator win Feelingstream

17 March 2020/Terje Ennomäe

Solving the chatbot visibility problem

Most chatbot owners cannot see which conversations actually help. Here is how analytics restores visibility and lets you act on failing flows fast.