Customer service interactions are changing rapidly, and businesses turn to automation tools trying to improve efficiency and customer satisfaction. There are a variety of automation options that are being tested and tried, some with impressive results. The innovation of using automatic summaries for conversations can prove to be a game changer for both customers and...

Companies, no matter if large or small, always strive for efficiency and one way of doing that is via customer service optimisation. With the variety of customer service channels, we understand that every conversation can be a cost and an opportunity. Optimising how we speak to our customers and where we communicate with them can...

In our previous post we listed some reasons why manual call center quality assurance is a thing from the past. Call center analytics and using technology to make the most of the available data is where we are now moving to. Technological improvements have given rise to automated call quality grading systems. To analyse calls...

In today’s data-driven world, companies are constantly seeking ways to improve customer service quality, efficiency, and boost sales. One powerful tool that has emerged in recent years is conversational analytics. This technology leverages natural language processing (NLP) and machine learning (AI) to analyse customer interactions, providing valuable insights that can help organisations enhance their customer...

Why should you analyse customer feedback? When it comes to customer feedback, there are various forms that may be collected and analysed. The most common ones are NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). For companies selling various products, product feedback and reviews are also very relevant.  Collecting feedback is not too complex; the...