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6 Ways to Uplevel Your Contact Center in 2023

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.

Contact Center 52
Contact Center Customer emotions Quality management Morale 52
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The importance of emotional intelligence in the contact centre

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.

Analytics 55
Analytics Customer emotions Employee engagement Chatbots 55
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