More Than a Feeling: New Research Confirms the Impact of Emotion on Specific Customer Service …

Analysis by Temkin Group and Mattersight Personality Labs Leveraging Advanced Data Science Connects Joy, Anger, Sadness and Fear to Key Performance Metrics Including Net Promoter Score, Call Time and Transfers CHICAGO, IL–(Marketwired – Sep 29, 2016) – Organizations looking for a way to better understand the relationship between their customers’ emotions and their business results will find a concrete starting point for their efforts — as well as a few surprises — in a new research report published today by Mattersight Corporation’s (NASDAQ: MATR) Personality Labs. In “How Emotion Influences Conversation Outcomes,” customer experience research and consulting firm Temkin Group partnered with Personality Labs to analyze a data set of 118,116 de-identified contact center conversations culled from 11 enterprises, in order to ascertain the impact of joy, anger, fear and…


Link to Full Article: More Than a Feeling: New Research Confirms the Impact of Emotion on Specific Customer Service …