Sentiment Measurement and Analyzing Sentiment in Customer-Agent Interactions (NICE nexidia)

original english version

“Set up quality management workflows to review negative sentiment interactions is an effective way to uncover issues with product, process or agent behavior.

Read on to learn about sentiment analysis as a foundation for AI modeling to understand customer and agent interactions and how they impact customer satisfaction, loyalty, and experience. Whether it’s an agency, a product or a process, every part of the business needs to be aware of the highs and lows to stay relevant and competitive. In addition to sentiment analysis, a more dynamic future awaits with customer experience quality analysis outside the contact center. "