How Emotion Influences Conversation Outcomes

Cutting-edge data science reveals a direct link between the feelings a customer has during a contact center interaction and the metrics used to measure that call’s success

Personality Labs Latest Research

thumbnails_0000_how-emotion-influences-conversation-outcomesIt may not take a team of elite data scientists to prove that customers calling into enterprise contact centers are, to put it simply, emotional. But data science does have something new and valuable to say about exactly which emotions customers are feeling when they’re talking to companies, and why organizations may want to take a closer look at them. Personality Labs’ data science team, in partnership with Temkin Group, recently analyzed the impact of four focus emotions on several key call center metrics, utilizing a data set of 118k contact center conversations. This report delivers the output and findings of that research, including:

  • Where and when emotions occur and evolve in conversations
  • How Joy, Anger, Sadness and Fear individually impact call time, transfers and NPS
  • Three ways organizations can leverage emotion data in customer experience design

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