Contact Center Contact center software Customer emotions Multichannel 
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
FEBRUARY 5, 2018
Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied.
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VocalCom
MAY 29, 2017
This information can then be used to improve service as well as marketing practices for greater customer satisfaction. Remember that your contact center agents have plenty of insights into your customers’ feelings. Use different kinds of customer surveys. Measure contact center metrics.
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
AUGUST 7, 2017
Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.
VocalCom
FEBRUARY 25, 2019
Executives may determine that customer service strategies or even product design should be addressed, while agents in both the sales and customer service departments may work together to find better ways to connect with customers emotionally and offer more streamlined service. A customer issue does not have to lead to attrition.
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