Most Contact Centres Do Not Measure Emotion in Their Metrics Related Articles Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience How Emotion Analytics Can Benefit Your Business 3 Ways to Measure Customer Emotion in the Contact Centre 1,296 Filed under - Contact Centre Research, Emotion, Metrics, Polls According to our poll, 56% of contact centres do not measure emotion in their metrics, despite recent findings suggesting that emotion has a greater impact on customer loyalty than effort or success. Of the 41% of contact centres that do, most do so indirectly (e.g. through surveys), rather than directly (e.g. through interaction analytics). Poll – “Do you measure Customer Emotions in your Metrics? ” – answers Yes – Directly: 6% Yes – Indirectly (e.g. comments box on Surveys): 35% No: 56% Not Sure: 3% Source: Call Centre Helper Webinar: 7 Ways to Drive up Your Quality Scores Sample size – 134 Date: May 2017 Author: Robyn Coppell Published On: 16th Jun 2017 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Emotion, Metrics, Polls Recommended Articles Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience How Emotion Analytics Can Benefit Your Business 3 Ways to Measure Customer Emotion in the Contact Centre Related Reports eBook: Measure What Matters - Contact Centre Efficiency Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter