This is our first interview of a series. In this first session Gerry de Graaf, Managing Director for Xdroid International talks with Andy Moorhouse, Director of Insights of Blue Sky. Gerry and Andrew talk about Emotion Analytics in Contact Centers.
Andy talks about the difference between empathy and sympathy, how many Contact Center agents do display this to their customers, causing frustration.
For example, when training your contact center agents, how do you teach them to reduce customer frustration level?
And above all, how do you measure this? Xdroid can help you with this. Our EmotionAnalytics solution will analyze 100% of all calls.
