Episode 36: Customer sentiment analysis - the ultimate deal breaker for contact center CX.

Morris is the founder of the Customer Experience Foundation. He is also the CEO of E-score, an Experience Designer & Builder, Emotions Investigator

Ashish Santhalia

Host, Sales Gambit | Founder @ Convin

Morris Pentel is the founder of the Customer Experience Foundation. He is also the CEO of E-score, an Experience Designer & Builder, Emotions Investigator. He is a writer/speaker/broadcaster/event chairman/trainer with 40 years of experience in the contact center industry. He has seen it all, from before the earliest days of cloud-based contact centers to the latest innovations in conversations.

Today,Morris joined us to talk about ‘Customer sentiment analysis - the ultimate deal breaker for contact center CX.”

We discussed

How did his career start off? And what is it that he is working on currently?
How would he define the state of CX in today’s contact centers?
What power does customer emotion hold in influencing CX today?
What is customer sentiment analysis? Why is it important?
How does customer sentiment analysis positively impact businesses?
How to use customer sentiment analysis in the best way possible to improve CX in contact centers?
What must-to-have contact center tech stack tools provide customer sentiment analysis?
Reading recommendations for the audience.

Episode 35: How to revolutionalize customer experience in a Healthcare contact center.

Jason is the RTS Operations Director at Baxtor Healthcare corporation. He has built his career fostering continuous improvement in the customer experience sector within major healthcare operations.

Listen to the Podcast

Episode 34: Typical quality management problems that contact centers need to fix in 2023.

Rick Mathias, Rick is the Director of Call Center Operations at Heartland Home services, where amongst other amazing things, Rick created an in-depth Quality Assurance process to ensure a best-in-class call center customer experience. Rick is an expert in operations with a proven record of exceeding objectives in a variety of cross-functional environments. He has over 12 years of experience in the quality management field.

Listen to the Podcast

Sign up for FREE!

See Convin in full throttle! 15-day Free trial. No credit card required. Results first, payment later.

Talk with our sales team

Have questions around how Convin would be useful? We're just a message away. Just drop us a line and we will get back to you right away.

Get Started

Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.

Follow us on

2093 Philadelphia Pike #5025
Claymont, Delaware 19703

(+1) 6282095776

INDIA

Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
Industrial Area,
Bengaluru-560068

+91 7011464590, +91 8802881329