Customer sentiment refers to a customer’s attitude, emotion, and opinions about a brand, product line, marketing campaign, or any other aspects of a company. A thorough sentiment analysis of a customer can provide invaluable insights on how to improve customer satisfaction.
Sentiment analysis provides a contact center with an overall sentiment score, and as it includes additional key performance indicators (KPIs) relating to workforce optimization (WFO), it also identifies unnoticed or missed customer trends.
Call recording software analyzes customer sentiment by detecting patterns in the usage of words in a call, and analyzing them to give each call a sentiment score of positive, negative, or neutral. When all this data is viewed on a dashboard, managers are able to spot trends in customer sentiment and identify trends.
Tracking customer satisfaction
Sentiment analysis allows contact centers to see the impressions and moods of customers both before providing support as well as during the interaction, to see how well their services are received in real time—and can change tactics if needed.