Contact center software Customer emotions Multichannel Surveys 
VocalCom
AUGUST 26, 2019
Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.
VocalCom
MAY 29, 2017
An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys. Well-timed customer feedback surveys are essential to understanding customer emotions. Measure contact center metrics.
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VocalCom
MAY 28, 2018
According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.
VocalCom
JULY 23, 2018
Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want.
VocalCom
JUNE 11, 2018
Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. Understanding how your customers feel is essential to giving them great experiences. When your customers provide feedback, they are giving you their time and offering valuable insights.
VocalCom
FEBRUARY 25, 2019
Regardless, it’s essential to follow up with the customer on his preferred channel of contact and ask if he is satisfied with your company’s efforts. You may also request that he respond to a survey to help your brand determine how it can improve its practices. A customer issue does not have to lead to attrition.
VocalCom
AUGUST 7, 2017
Understand customer sentiments to connect on an emotional level. Customer emotions play an essential role in their relationships with brands. Using big data to better understand how customers feel is therefore critical to connecting with them on an emotional level and winning their loyalty.
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