Overview
As support services moved online during the pandemic, and digital became the default mode of communication, more charities and public services found themselves collecting records of conversations from webchats and/or phone calls. As well as containing important information about your beneficiaries or service users, this ‘text data’ holds vital insights about their needs and your impact. There is opportunity for greater insights through analysis of this text data, but organizations must ensure that sensitive data is handled appropriately.
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