Insights

Insights is a collection of articles, guides, and ideas exploring how real-world conversations shape quality, compliance, and customer experience. These pieces break down the concepts behind conversation intelligence and offer practical ways to understand and improve your customer interactions.

How to Get Voice of Customer Insights from Phone Calls

A practical guide to understanding customer needs, friction, and expectations by analyzing the signals hidden inside everyday phone conversations.

What AI Call Analysis Really Means — And How Teams Use It

A clear explanation of what AI call analysis actually does, how it differs from simple transcription or summarization, and how teams use it to understand and improve their customer conversations.

How to Review More Customer Calls Without Hiring More QA Staff

A practical guide for teams trying to increase call coverage, reduce QA backlog, and improve coaching without expanding headcount.

AI Call Quality Monitoring Explained (And Why It Works Better Than Manual Review)

A clear, practical introduction to how AI call quality monitoring works, why it outperforms traditional manual review, and how teams can use it to evaluate conversations more consistently and at scale.

How Conversation Intelligence Improves Agent Performance

A practical look at how conversation intelligence helps supervisors coach more effectively, supports agents with clearer insight, and accelerates team-wide performance improvement.

How Quality, Compliance, and Customer Signals Work Together

A unified look at how quality evaluation, compliance monitoring, and customer signals complement one another — and why understanding all three provides a complete picture of every customer interaction.

How Real-Time Analysis Improves Customer Conversations

A practical explanation of how real-time analysis works, why it changes the way teams handle customer interactions, and the measurable benefits it brings to quality, compliance, and customer experience.

Understanding Call Drivers: What’s Really Behind Your Customer Conversations

A clear explanation of what call drivers are, how they shape customer experience, and why identifying the true drivers behind conversations helps teams reduce friction, improve processes, and deliver better outcomes.

How Customer Friction Shows Up in Conversations (And How to Spot It Early)

A practical look at the subtle cues that reveal customer friction during conversations, why these moments matter, and how identifying them early helps teams improve experience and resolve issues faster.

How Customer Sentiment Shows Up

A clear explanation of what customer sentiment sounds like in real conversations, how to identify it, and why sentiment trends offer valuable insight into customer experience and operational performance.

What Customer Signals Reveal About Your Conversations

A practical explanation of customer signals—what they are, why they matter, and how identifying them across conversations helps teams understand customer needs, friction, and hidden opportunities.

The Hidden Cost of Manual QA (And What Teams Miss Without Automation)

Introducing Natural Language Querying: A Faster Way to Get Answers from Chordia

A walkthrough of Chordia’s new natural language query feature, which lets users ask questions in plain English and instantly uncover insights from their conversations.

How AI Improves Compliance Monitoring in Customer Conversations

A practical breakdown of how AI helps teams catch compliance risks earlier, review more conversations, and create consistent oversight across every customer interaction.

How to Evaluate Customer Conversations at Scale

A practical guide to expanding quality evaluation beyond a small sample of conversations and building a consistent, scalable approach to understanding customer interactions.

Why Quality Evaluation Matters More Than Ever

A clear explanation of why evaluating customer conversations consistently is essential, what teams often overlook, and how better insight leads to better performance.

What Conversation Intelligence Actually Means

Conversation intelligence helps teams understand what actually happens inside customer interactions. This article explains the three pillars—quality, compliance, and signals—and why they matter.