Notes on conversation intelligence
79 posts / page 7 of 7
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.
16 March 2016/Terje Ennomäe
What defines the customer experience?
Customer experience is every interaction a person has with you. See how analysing all conversations reveals what really shapes it.
30 August 2015/Terje Ennomäe
Happy customers generate more profit
Satisfied customers convert faster and spend more. See how analysing every conversation protects the experiences that drive revenue.