ITWeb’s first Speech and Emotion Analytics survey, being conducted in partnership with CallMiner, has gone live.
The aim of the survey is to examine how South African organisations’ call centres go about analysing and understanding how their customers feel.
Frank Sherlock, VP of International at CallMiner, says that despite organisations’ best intentions, many customer experience projects overlook the most important component of CX: emotion.
“Ease and effectiveness of an organisation’s service experience is key to solving customer problems quickly, but the reality is, emotion is crucial to making customers feel valued,” says Sherlok. “It’s time for organisations to give more focus on deeply understanding how customers feel, ensuring that they create a more empathetic and effective customer service organisation.
“Through the survey, we hope to show the challenges and benefits around measuring emotion and the ways that using emotion as a metric can support organisations in making better decisions that lead to business improvement. We will also highlight how leveraging technology like conversation analytics, driven by AI and machine learning, provides actionable insights based on not only what customers say, but how they say it. This will allow organisations to develop more effective, impactful drivers of customer experience.”
In this survey, we will examine, among other things:
1. The degree to which organisations feel emotion plays a role in customer experience, satisfaction and loyalty.
2. Whether organisations currently leverage customer emotion to influence and improve their CX and decision making.
3. How technological approaches to emotion can enable an organisation’s CX and brand differentiation.
Whether your company has an in-house or outsourced contact centre, or uses a contact-centre-as-a-service, we’d like to encourage you to set aside a few minutes of your time to participate in the surveyand stand a chance to win a Takealot voucher to the value of R3 500.
The detailed results of the survey, and the prize winner, will be published on ITWeb.
To play your role in compiling this speech and emotion analytics trends report, click on the link below:
https://www.itweb.co.za/surveys/XGxwQDM1mwMlPVoZ/about
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