When we think of emotion we think of the experience of happiness, joy, fear, anger and sadness. Emotion can be evoked by a situation or event. A customer may have emotions about personal psychological circumstances which are reflected in the customer contact/ This is the sentiment resulting from the mental attitude of the customer or customer contact employee. In a contact center with many customer interactions, it is good to analyze route causes.
A sentiment can be defined as a mental attitude. It is a thought influenced by emotion. A feeling enables the individual, such as the customer or customer contact employee, to convey his emotion through expression.
What do you as an organization and customer contact employee have in hand to manage this? Sentiment analysis gives you insight into the causes of the sentiment in customer interactions. It is quickly clear from expressions and word choices of both the customer and the agent how pleasant or unpleasant a customer interaction is. Then it is good to know what drives this and what can be learned from this.
Sentiment analysis, a part of interaction analytics, gives you insight into the sentiment of 100% of all customer interactions. This is measured based on the content (words and word combinations) of the customer interactions, telephone conversations.
Contact us for more information or a demo: 070 350 4500.
When we think of emotion we think of the experience of happiness, joy, fear, anger and sadness. Emotion can be evoked by a situation or event. A customer may have emotions about personal psychological circumstances which are reflected in the customer contact/ This is the sentiment resulting from the mental attitude of the customer or customer contact employee. In a contact center with many customer interactions, it is good to analyze route causes.
A sentiment can be defined as a mental attitude. It is a thought influenced by emotion. A feeling enables the individual, such as the customer or customer contact employee, to convey his emotion through expression.
What do you as an organization and customer contact employee have in hand to manage this? Sentiment analysis gives you insight into the causes of the sentiment in customer interactions. It is quickly clear from expressions and word choices of both the customer and the agent how pleasant or unpleasant a customer interaction is. Then it is good to know what drives this and what can be learned from this.
Sentiment analysis, a part of interaction analytics, gives you insight into the sentiment of 100% of all customer interactions. This is measured based on the content (words and word combinations) of the customer interactions, telephone conversations.
Contact us for more information or a demo: 070 350 4500.
