There are two ways to measure customer emotion in the contact centre. These include a survey-based metric and sentiment analysis.
Throughout October, Call Centre Helper readers were invited to take part in our annual Contact Centre survey. Over 380 contact centre professionals took part, and we are delighted to share the results with you.
The more you know about your operations, the more you can optimise them. With interaction analytics you can know about your customer interactions with your agents, across all channels. This white paper summarises how you can boost contact centre performance.
Whether you want to replace a legacy contact centre solution or you’re transforming your customer experience strategy, PureCloud by Genesys delivers fast results and helps you deliver next-generation customer experiences.
Large organisations understand that customer experience is now what makes them stand out from the crowd This White Paper includes 10 building blocks to help evolve a social customer care programme and make sure you can handle interactions at scale.