Notes on conversation intelligence
74 posts / page 6 of 7
17 October 2018/Terje Ennomäe
Automated CRM notes: make every call visible
Automated CRM notes turn recorded calls into consistent, searchable records — cutting after-call admin and giving you visibility of every conversation.
1 October 2018/Terje Ennomäe
Fast, personal service: what customers value most
When price is equal, speed and personalisation win. See how analysing conversations helps you deliver both — and what really drives experience.
19 September 2018/Terje Ennomäe
How text analysis of emails improves service
Automatic categorisation and routing of email cuts wasted time, speeds up sales replies and gets messages to the right team the first time.
31 July 2018/Terje Ennomäe
5 ways to use AI for chatbot analytics
Chatbots collect huge amounts of data. Here are five ways AI-driven chatbot analytics improve their accuracy, tone and value to customers.
16 April 2018/Terje Ennomäe
Speed is a crucial part of customer experience
Fast, well-judged responses win business. See how prioritising by content — not just customer status — speeds up service where it counts.
3 October 2017/Terje Ennomäe
Employee happiness leads to customer satisfaction
Motivated agents drive better service and results. See how automating routine work lets people focus on the conversations that matter.
23 March 2017/Terje Ennomäe
Small companies, tiny changes, big impact
You don't need huge volumes to benefit from email analysis. See how small teams cut internal noise and route messages to free up real time.
26 January 2017/Terje Ennomäe
The story of an inbox: what email analysis reveals
Analysing a shared inbox exposes hidden waste — internal noise, duplicate replies and avoidable contacts. Here is what the data shows and how to act.
15 January 2017/Terje Ennomäe
Intelligent auto-replies that actually help customers
Move beyond generic acknowledgements. See how AI can send accurate, helpful auto-replies that resolve common issues and cut repeat contacts.
29 July 2016/Terje Ennomäe
NPS analysis: looking behind the score
A high NPS looks great on a slide, but the score alone hides the truth. See how analysing comments and sentiment turns NPS into real insight.
18 April 2016/Terje Ennomäe
Reading customer feedback beyond the NPS score
An NPS number rarely tells the whole story. See why analysing the comments alongside the score gives a truer picture of customer sentiment.
29 March 2016/Terje Ennomäe
Why predefined topics fail your customers
Predefined contact-form topics route requests, but rarely reflect what customers actually want. Here is why automatic topic detection works better.