say that a bad experience can actually ruin the rest of their day. And whether or not we’d like to admit it, most of us have probably played the role of the angry customer from time to time.Perhaps an agent didn’t understand our issue or kept us on hold for too long. Maybe we got stuck in an endless loop with a chatbot that had no idea how to help. These types of frustrating encounters can take a toll on anyone’s patience—and emotional state.
It’s not just about training agents how to diffuse a difficult interaction with a customer. With more and more emphasis on automation and self-service, frustration can mount at any touchpoint. According to our research, more than half of agents say that negative interactions with customers are a direct result of how their organization approaches customer service.
Tracking customer sentiment can help to identify some of these friction points, but surprisingly many teams aren’t formally doing so. It’s a missed opportunity.
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