Customer emotions Employee engagement Quality management Self service 
CSM Magazine
DECEMBER 15, 2022
Fostering a positive and empowered work culture can help improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and your customers’ experience. Analyzing interactions after they occur helps companies understand customer sentiment and the root cause of issues.
Enghouse Interactive
APRIL 30, 2021
Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly. Attendees agreed, with 58% seeing such solutions as having the biggest impact on employee engagement, way ahead of omnichannel (12%) and video (10%).
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