Setting up a quality management workflow for review of negative sentiment interactions can be a powerful way to uncover issues with products, processes, or agent behaviors.

Read on to learn about sentiment analytics as the foundation of AI modeling for understanding customer and agent interactions, and how they influence customer satisfaction, loyalty, and experience.

Whether it be agents, products, or processes, every part of the business needs to be aware of highs and lows to remain relevant and competitive.

Beyond sentiment analysis, an even more dynamic future awaits through analytics of customer experience quality outside the contact center.