A company’s most vital asset is its customers. Meeting customer needs and focusing on customer satisfaction helps to ensure customers’ loyalty to your business, as well as their recommendations to others. Even when monitoring the textual content of calls, customers rarely explicitly state their true preferences or feelings about their interactions with your company’s contact center agents. Superior tools are needed to determine your customers’ true emotions and reactions, quickly and efficiently.
Integrating the QA7 emotion detection components into your contact center solution gives you a significant competitive edge in today’s market where unsatisfied customers can and will easily take their business elsewhere.
Using Nemesysco’s Emotion Detection Platform, the QA7 SDK or the QA7 WEB API is able to detect and measure a wide variety of emotions and mental states including stress, anger, embarrassment, satisfaction, excitement, rationality and more. Every system designer can customize its data display according to criteria that is most relevant to its business processes and evaluation needs.
By incorporating QA7 into your call center, supervision capabilities will be dramatically enhanced with unbiased and accurate real-time indicators, smart and efficient analysis of recordings, databases, performance logs and reports of your agents’ progress, and advanced tools to learn about customers’ likes and dislikes.
Additionally, QA7 can be used to focus on the technique and effectiveness of the agent handling the call. Monitoring agent performance helps assure call center quality, prevent agent burn-out, reward good performance and maximize the efficiency and effectiveness of your customer service operations.