Hear from Research Engineers Micaela Kaplan and Anya Korneyeva as they address the measurement of emotion in your contact center. And how through emotion you can gain actionable insights to better your Voice of the Customer and Voice of the Employee programs.
- What is emotion, and what is its impact on Customer Experience?
- Lexical channel with a twist - how we use categories to detect emotions, and Machine Learning to improve them
- Shape of conversation - leveraging information on silences, overtalk, and conversational patterns to detect emotion
- Learning from the acoustic signal