Using Positive and Negative Sentiment
Tracking positive and negative sentiment is crucial for understanding how your customers feel during your business conversations and can help you know where and when attention is needed.
Voice Intelligence (Vi) Sentiment Analysis is an effective tool for both Sell and Support teams.
For Support teams, knowing why a customer is frustrated or happy can help train agents on how to respond. Similarly seeing the live sentiment of a call center can cue a Supervisor for when it might be good to jump in and help on a hard call.
Sell teams find Sentiment Analysis especially useful for tracking down coachable moments on a call. Bringing these moments to a 1-1 or sharing them around in a Playlist can help to train new reps on both how to handle both positive and negative samples, reducing rep ramp time and freeing the manager to do more coaching elsewhere.
Sentiment can range from very positive to very negative. We highlight the extremes to help you focus on what’s most important.
Positive Sentiment identifies and highlights whenever the customer says something to indicate that they are very happy or pleased with something.
- We loved the demo, it was very informative.
Negative Sentiment identifies and highlights whenever the customer says something to indicate that they are very frustrated or annoyed with something.
- This isn’t working and I’m getting really frustrated.
How can I use Sentiment?
Real-time Sentiment Analysis
With Vi and Supervisor Insights, Call Center Supervisors can easily pinpoint the specific calls that require their attention with real-time sentiment and transcription analysis of their Agent's calls.
Ensure Voice Intelligence is enabled, then navigate to the Active Calls tab within the Call Center to display any calls marked with Attention or Negative sentiments.
When especially negative situations arise on a call an "attention" indicator is prominently displayed. From here, a manager can decide to view the live transcription, listen or join to assist on the call.
Trends in Sentiment
Managers can use the Analytics Dashboard to see how moments are trending over time. If negative sentiment is on the rise, they can dig into specific calls to get a better understanding of the trends.
Find calls of Interest
Find calls with coachable moments by navigating to the Calls List in Analytics and filtering for moments of interest. Use this to understand what customers have been reacting negatively or positively to. If a customer expresses negative sentiment about a competitor, consider adding that to a Real Time Assist card to highlight where you outperform that competitor. If a customer responds very positively to part of the pitch, be sure to reiterate that later and use it to refine your pitch.
Managers with a Sell license can also filter for calls of interest through the Coaching Center. These calls can then be used for coaching; either in your next 1-1, or by sharing the playlist with your team.