What we say, when we say it and equally important, how we say it matters both from a customer and contact center agent perspective. For organizations invested in optimizing customer experience, having a deep understanding of customer sentiment is critical to crafting your agent skill sets, cx programs, processes, and services to best meet the needs and expectations of your customers.
Watch Heather Hanson Esq., creator of the “Win with Words Assessment” and Brent Augustus, CallMiner Business Intelligence Analyst for an enlightening webinar on the importance and impact of tonality and customer sentiment in your contact center interactions. Viewers of this webinar will learn:
Why words matter and its impact on customer experience
- How speech analytics can recognize caller frustrations through root cause analysis
- How analytics can identify agent responses to situational conditions
- How to use acoustic aspects of the call to indicate how the call is going
- How to cut through the noise and stay calm