Most Contact Centres Do Not Measure Emotion in Their Metrics Related Articles How to Measure Customer Emotion 3 Ways to Measure Customer Emotion in the Contact Centre Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience 1,263 Filed under - Contact Centre Research, Emotion, Metrics, Polls According to our poll, 56% of contact centres do not measure emotion in their metrics, despite recent findings suggesting that emotion has a greater impact on customer loyalty than effort or success. Of the 41% of contact centres that do, most do so indirectly (e.g. through surveys), rather than directly (e.g. through interaction analytics). Poll – “Do you measure Customer Emotions in your Metrics? ” – answers Yes – Directly: 6% Yes – Indirectly (e.g. comments box on Surveys): 35% No: 56% Not Sure: 3% Source: Call Centre Helper Webinar: 7 Ways to Drive up Your Quality Scores Sample size – 134 Date: May 2017 Author: Robyn Coppell Published On: 16th Jun 2017 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Emotion, Metrics, Polls Recommended Articles How to Measure Customer Emotion 3 Ways to Measure Customer Emotion in the Contact Centre Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience Related Reports eBook: Measure What Matters - Contact Centre Efficiency Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter