Service recovery & reputational costs are driven by subjective judgements about that word “very”. It is judgements that you build into your business processes and staff training. Getting it wrong can add significantly to service recovery cost and staff attrition.
Contact Centre Emotion Detection software can provide objective benchmarks that provide a language to describe customer emotion. It provides the ability to measure the customer experience in a completely impartial way and is a major step towards providing organisations with a business language to describe customer emotions. It is that ability to objectively describe emotions that is at the heart of the next generation of customer experience.