Use Cases
Mining Insurance Service Conversations for Rate Shock, Non-Renewal and Shopping Intent
Post-call surveys miss shopping policyholders because the survey arrives after the decision is already made.
12 min read
Topic
Performance Metrics
The numbers behind a customer experience operation: first contact resolution, average handle time, quality coverage, and what moves each of them.
Articles
23 articles
Use Cases
How Automotive Dealer Groups Build a Cross-Rooftop Call Handling League Table
A call answer rate tells you how often someone picked up the phone. It does not tell you what happened after they did.
11 min read
Use Cases
Ranking Telecom Churn Drivers from Cancellation Conversations
Disposition codes fail to explain telecom churn drivers because they record what an agent reached for at the end of a call, not what the customer said during it.
11 min read
Use Cases
Governed Client QBR and Monthly Service Review Packs for BPOs and Outsourcers
Every quarterly business review at an outsourcer costs senior analysts days of manual work because the data that should already agree does not, and reconciliation fills the time analysis was supposed to use.
12 min read
Use Cases
Building a Return Reason Taxonomy from Customer Language at SKU, Size, and Colorway Level
Drop-down return reason codes produce data you cannot act on because shoppers pick the fastest available option, not the most accurate one, so the record captures behavior at the return portal, not the actual product failure.
10 min read
Use Cases
CAHPS Driver Mining From Member Service Conversations at Health Plans
CAHPS results arrive months after the member experience that generated them, leaving health plans with a measurement of a problem they can no longer change.
10 min read
Use Cases
The Peak-Season Contact Driver War Room: Real-Time Retail CX Visibility from Cyber Week to Mid-January
Waiting for a post-peak report costs retailers money because the staffing and routing decisions that drive margin during peak are made hour by hour, not after the window closes.
9 min read
Performance Metrics
A Guide to What Happens After Enterprise Conversational AI Goes Live
Buying decisions are made on what the platform can do in a demo. But once it's live, the real question is...
10 min read
Performance Metrics
Automated Call Scoring vs Manual Call Scoring
Manual call scoring against automated scoring for QA leaders: what each measures, where each breaks, and how to score every call first and route the ones that need judgment to a person.
10 min read
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