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Notes on conversation intelligence — 2021

10 posts

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.

Engage your customers and increase sales by reducing Agent monologues in phone calls

3 September 2021/Terje Ennomäe

Reduce agent monologues to engage customers and sell more

Long agent monologues kill sales. See how measuring talk-time balance across every call helps you coach for dialogue and win more deals.

10 July 2021/Terje Ennomäe

Chat customer service quality: from samples to 100%

Stop sampling a handful of chats. See how automated quality assessment reviews 100% of chat conversations to lift consistency, NPS and coaching.

learning from customer complaints and feedback for a better service

19 April 2021/Terje Ennomäe

Learning from customer complaints for a better service

Turn customer complaints into insight. See how call transcripts and conversation analytics make complaint handling faster, fairer and preventive.

Save up to 10% of costs by reducing your repetitive calls

10 April 2021/Terje Ennomäe

Cut costs by reducing repetitive calls

Repetitive calls quietly inflate contact-centre costs. Learn how to find them by topic, tackle the root cause and cut avoidable volume.

16 March 2021/Terje Ennomäe

What silence in customer service calls reveals

Silence can fill a large share of a call without anyone noticing. Learn what it signals, why it costs money, and how to measure and reduce it.

Automated topic detection for better business

10 March 2021/Terje Ennomäe

Automated call topics for better business decisions

Manual call notes are subjective and slow. Learn how automatic call-topic detection gives you trustworthy data and frees agents to focus on customers.

Using data analysis in business decision making

26 February 2021/Terje Ennomäe

Data analysis for better business decisions

Data-driven decisions often stall. Learn how a decision-driven approach — starting from the question, not the data — leads to better business decisions.

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.

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.