Data analysis and the use of customer conversations, in our opinion, are the future of empowered decision-making. Making informed business decisions requires having access to reliable sources of information, such as customer conversations. With the technology we have today, the boundaries of what we can learn from customer interactions are being pushed further and further....

A skill that is valued across all professions and industries is the ability to identify the root cause of a difficult business problem and then solve it. But not everyone is born with the talent for problem-solving. In fact, becoming an expert problem solver could be really challenging. However, just like any other skill, problem...

The process of moving from data to actionable insights is not a path that is always easy to walk. It's one that is important still.

When it comes to our software, we are always on the lookout for improvements for giving our users the best value.  We base any version update or upgrade on what our customers have wanted or needed to make their lives easier.  We want to provide the best user experience possible, so we constantly gather feedback...

In this post, we’ll introduce what silence means in customer service calls, why it’s important to draw attention to it, and how a customer conversation analytics platform can help you measure silence, identify the causes, and learn from it. All for a more efficient and customer-friendly result.  What does silence in customer service calls actually...