INSIGHTS

Trending Topics

What do your customers really care about?

How to identify trending topics in your Contact Center

It’s a fact: our customers send us signals about their interests, needs, and pain points in every conversation they have with our Contact Center.

And yet, much of that data slips through the cracks unused and lost.

Now imagine being able to identify, cluster, and analyze those key topics that emerge during calls, revealing what truly matters to your customers.

That’s where Brumby’s smart tags come into play.

Stop reacting only to traditional performance metrics, start using trending topics to lead the conversation with your customers.

The power of keeping things simple

At Brumby, we know that knowledge matters more than just collecting data — that’s why, unlike traditional tools that focus only on “insights,” we invite you to go a step further and turn data into truly valuable knowledge for your business.

To analyze trending topics, we use two key approaches:

Your topics of interest: Defined through custom “Tags,” like “angry customer.” We create a ranking of these tags so they’re not only applied to calls but also analyzed for trends.

Trending topics for your customers: We identify the most common expressions in free text and generate a ranking of frequent topics, helping you better understand their concerns and needs.

Stop reacting solely to traditional performance metrics and start using trending topics to take the lead in conversations with your customers.