{"id":58568,"date":"2024-12-11T23:58:07","date_gmt":"2024-12-12T07:58:07","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=58568"},"modified":"2025-06-10T02:19:51","modified_gmt":"2025-06-10T09:19:51","slug":"contact-center-sentiment-analysis","status":"publish","type":"post","link":"\/us\/en\/blog\/contact-center-sentiment-analysis\/","title":{"rendered":"What is contact center sentiment analysis? A guide to how it works, its benefits, and more"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">As humans, we use a variety of skills to determine how someone is feeling. We listen to what they\u2019re saying, watch their expression and body language, listen to changes in the tone of their voice, and more. It\u2019s not so easy to do this when you\u2019re not face-to-face. As the majority of brand\/customer interactions now happen digitally, this can make things very difficult. That\u2019s where contact center sentiment analysis comes in.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With good sentiment analysis tools you can bridge the gap and understand how people communicating digitally are feeling just as well (if not better) than you would if you were face-to-face.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">What is sentiment analysis?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Sentiment analysis is the process of identifying emotions and attitudes from phone calls and digital conversations. <\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-58570 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image1-2.png\" alt=\" Contact center sentiment analysis is just one thing you get with RingSense AI built into RingCX\" width=\"1464\" height=\"1594\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Contact center sentiment analysis is usually enabled by <\/span><a href=\"https:\/\/www.ringcentral.com\/ringsense.html\"><span style=\"font-weight: 400;\">AI-powered conversation intelligence<\/span><\/a><span style=\"font-weight: 400;\">, which can accurately analyze things like words used, tone of voice, and the direction the conversation takes to accurately determine how the speaker\/writer is feeling. <\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Types of sentiment analysis<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are several types of sentiment analysis <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center.html\"><span style=\"font-weight: 400;\">contact centers<\/span><\/a><span style=\"font-weight: 400;\"> could find useful:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Emotion-based sentiment analysis<\/b><span style=\"font-weight: 400;\">: This is a nuanced approach that goes deeper than simply telling you whether emotions are negative, positive, or neutral.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Emotion-based sentiment analysis tools can tell you the precise emotions that a customer is feeling. For example, your emotion-based sentiment analysis tool might identify that a customer is beginning to get frustrated with their call through increasingly abrupt sentences and a brusque tone.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Aspect-based sentiment analysis (ABSA)<\/b><span style=\"font-weight: 400;\">: This works by pinpointing specific negatives and positives about a product or service that customers have mentioned in customer communications.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For example, if a lot of people make comments like \u201cThe item was not true to size.\u201d and \u201cI need to exchange this item for a bigger size.\u201d, your ABSA tool would tell you that a significant number of people have negative opinions on your sizing policy.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Fine-grained sentiment analysis<\/b><span style=\"font-weight: 400;\">: This is similar to emotion-based sentiment analysis, but it gives a more fine-grained view of a customer\u2019s opinion of specific elements of a product or service.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A fine-grained sentiment analysis of text will determine the specific emotions that the writer is feeling (and the intensity of those emotions) based on things like word choice and sentence structure.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Lexicon-based sentiment analysis<\/b><span style=\"font-weight: 400;\">: This analyzes word choices to determine whether the sentiment expressed is positive, negative, or neutral.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">While this approach is useful for things like survey responses, which leave little room for nuance, it\u2019s less accurate in conversational contexts. For example, it has difficulty recognizing sarcasm.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Intent-based sentiment analysis<\/b><span style=\"font-weight: 400;\">: This focuses on working out the intent behind a communication. For example, intent-based sentiment analysis could figure out how likely a customer is to make a purchase based on the questions they\u2019ve asked during a sales conversation.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Multimodal sentiment analysis<\/b><span style=\"font-weight: 400;\">: This analyzes multiple sources, such as video, recorded conversations, <a href=\"https:\/\/realreviews.io\/\">online reviews<\/a>, social media posts, and emails to give an overview of audience sentiments.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For example, if you want to know how people feel about a particular product you might ask your multimodal sentiment analysis tool to comb your archives and the internet for all mentions of that product and report back on the broad sentiments associated with it.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Machine-learning sentiment analysis<\/b><span style=\"font-weight: 400;\">: This is more a method of sentiment analysis than a type, but it\u2019s worth mentioning here. Machine learning uses sophisticated AI algorithms and automations to steadily \u201clearn\u201d more about the sentiments it encounters.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The more data it\u2019s exposed to, the better it gets at things like identifying and even predicting customer sentiment. Ultimately, machine-learning tools are capable of incredibly complex analysis yielding deep and nuanced results.<\/span><\/p>\n<ul>\n<li><b>Hybrid approach<\/b><span style=\"font-weight: 400;\">: The hybrid approach is what most good sentiment analysis tools will provide. Hybrid approaches combine a number of customer sentiment analytics and types to give a well-rounded, accurate, and nuanced picture of what your customers are thinking and feeling.<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Sentiment analysis example: How it could work in your contact center<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">So, now we know sentiment analysis&#8217;s meaning. But how does sentiment analysis work? How can sentiment analysis be used to improve customer experience in a <\/span><a href=\"https:\/\/www.ringcentral.com\/call-center.html\"><span style=\"font-weight: 400;\">call center<\/span><\/a><span style=\"font-weight: 400;\">?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s explore one of the many sentiment analysis examples of how you could use it to supercharge your customer interactions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s say that one of your contact center representatives is having trouble dealing with a particular customer query. The customer isn\u2019t shouting or insulting your representative, but the issue is taking a long time to resolve, and your representative wants to keep the customer happy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fine-grained, emotion-based sentiment analysis will quickly be able to pick up on nuanced cues in the customers\u2019 tone and word choice and alert the representative to rising frustration levels. The representative can then modify their own tone and approach to soothe and reassure the customer.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-58572\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image6-1.png\" alt=\"Sentiment analysis is just one way that RingCX helps contact center supervisors with call monitoring\" width=\"1999\" height=\"1125\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Similarly, sentiment analysis can be applied to <\/span><a href=\"https:\/\/www.ringcentral.com\/call-monitoring.html\"><span style=\"font-weight: 400;\">call monitoring<\/span><\/a><span style=\"font-weight: 400;\"> in your contact center. When your sentiment analysis tools detect calls going wrong, they can alert supervisors and managers to step in and help out before the customer gets too frustrated.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Benefits of sentiment analysis in the call center<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customer sentiment analytics bring a lot of advantages for contact centers. Here are just a few of the ways that customer sentiment analysis tools could benefit you:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Complement sources of customer feedback<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Identify root causes of dissatisfaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve customer engagement and retention<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Support more efficient quality management (QM)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Get a more holistic view of agent performance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Aid accurate forecasting<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Fuel product and service improvement<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Better tailor marketing and sales efforts<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">\u00a0Complement sources of customer feedback<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Before sophisticated sentiment analysis tools came along, it was much harder to get a read on what large numbers of customers felt about your brand. Brands were reliant on asking for customer feedback in the form of surveys, which aren\u2019t always reliable and many customers don\u2019t want to fill out.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With sentiment analysis, brands can get an accurate idea of how people feel about their business and products, from things like conversations, messages, social media posts, and more. This complements direct customer feedback and helps to build an accurate picture of customer opinion.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Identify root causes of dissatisfaction<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Being able to quickly pinpoint customer sentiment in real time makes it a lot easier to establish the root causes of customer dissatisfaction. For example, if a customer becomes angry every time they mention a certain keyword, sentiment analysis tools will quickly pick up on this and notify the agent taking the call.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The agent will then be able to resolve the customer\u2019s problem much faster and more easily.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Improve customer engagement and retention<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Real-time customer sentiment monitoring means that your call center agents can quickly save interactions from going south. For example, supervisors can step in when needed to help out frustrated customers, and agents themselves can modify their tone or approach in response to their customers\u2019 sentiments.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This makes for a much more satisfying customer experience, which will, in turn, boost customer engagement and retention.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Support more efficient quality management (QM)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Performing sentiment analysis on every customer interaction makes quality training and quality management much easier. Quality managers can see at a glance which interactions went badly and which went well, and they can analyze these interactions for quality insights.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They can then use these insights to train staff in how to maintain high interaction quality and avoid negative interactions.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Get a more holistic view of agent performance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sentiment analysis metrics can be useful for agent evaluation. As well as quantitative metrics, like average handle time, managers can also see how customers typically respond emotionally to each agent. This gives a much more holistic and nuanced picture of agent performance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, say one agent has a lengthy average call time. However, sentiment analysis metrics also reveal that customers typically enjoy their interactions and leave satisfied. In that case, managers will understand that they\u2019re a highly skilled agent who delivers excellent CX; something they might miss from just the call-length metric.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Aid accurate forecasting<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Understanding the direction of customer sentiment can be a huge help both with forecasting and with <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/workforce-management.html\"><span style=\"font-weight: 400;\">workforce management (WFM)<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, if sentiment analysis predicts a general downward turn in customer attitudes toward your brand, you can prepare your support staff to deal with more unhappy customers in the upcoming days.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can also coach them in the kinds of issues that customers may be experiencing, which will help them to provide a much better, more efficient, and more satisfactory experience for the customer.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">\u00a0Fuel product and service improvement<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">By feeding back customer sentiment metrics to R&amp;D, upper management, and marketing departments, your sentiment-gathering <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/automation.html\"><span style=\"font-weight: 400;\">contact center automation<\/span><\/a><span style=\"font-weight: 400;\"> tools can help improve everything from product quality to the way your brand does business.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer sentiment analytics are great for learning what customers think about your product, services, and your brand in general. You can use sentiment analytics to take customer opinions on board and make improvements.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Better tailor marketing and sales efforts<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Knowing what customers like and don\u2019t like is very useful for tailoring sales and marketing efforts. You can use sentiment analysis insights to train sales staff and create marketing messaging that customers are likely to respond well to. <\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Challenges of any sentiment analysis model<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">No sentiment analysis model is perfect. The AI that underpins sentiment analysis models and tools has some challenges. It\u2019s worth noting, though, that AI technology<\/span><span style=\"font-weight: 400;\">\u2014<\/span><span style=\"font-weight: 400;\"> especially machine learning models<\/span><span style=\"font-weight: 400;\">\u2014<\/span><span style=\"font-weight: 400;\">are improving at a rapid rate. So, what\u2019s a challenge for AI sentiment analysis today may not be a challenge in the very near future.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some prominent sentiment analysis challenges include:<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Assessing interactions in context: <\/b><span style=\"font-weight: 400;\">While sophisticated machine-learning AI models are getting very good at complex, context-related sentiment analysis, more basic models struggle to understand some interactions within their proper context.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For example, the word \u201csilly\u201d can be used to mean both \u201cfun and lighthearted\u201d and \u201cfoolish\u201d depending on the context. A customer may describe an advert as \u201csilly\u201d in the first context, but a poorly trained sentiment analysis tool may not take that context into account and record this as a negative sentiment.<\/span><b><\/b><\/p>\n<ul>\n<li aria-level=\"1\"><b>Understanding irony, sarcasm, and idiomatic language:<\/b><span style=\"font-weight: 400;\"> Similarly, some sentiment analysis models struggle to interpret irony, sarcasm, and idiomatic language.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For example, if someone sarcastically says that they love your product, analysis tools may record this as a genuinely positive interaction. This can become a big problem when dealing with international audiences, as some nations habitually use very idiomatic language.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Negotiating negation and other nuances:<\/b><span style=\"font-weight: 400;\"> Negation is commonly used in idiomatic speech, but some sentiment analysis models have trouble understanding it.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For example, if someone said \u201cI wouldn\u2019t say I enjoyed the experience.\u201d, what they mean is that they didn\u2019t enjoy the experience. But the way the statement is phrased makes it hard for sentiment analysis tools to pick out a clear meaning.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">More nuanced examples like \u201cI wouldn\u2019t say I enjoyed the experience, but I wouldn\u2019t say I hated it either.\u201d can also be very confusing for sentiment analysis AIs.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Use cases for customer sentiment analysis tools in the contact center<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Let\u2019s take a look at examples of sentiment analysis in action. Here are some practical use cases for customer sentiment analysis tools in a contact center:<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Improving customer experience<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sentiment analysis metrics can be used to augment your <\/span><a href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\"><span style=\"font-weight: 400;\">contact center metrics<\/span><\/a><span style=\"font-weight: 400;\"> in real time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This allows you to keep a close eye on how customer interactions are going and step in or advise your agents in real time to ensure the best possible results for the customer. With a solution like RingCX, you may not even need to get involved at all. The <\/span><a href=\"https:\/\/www.ringcentral.com\/ringcx\/ai-assist.html\"><span style=\"font-weight: 400;\">AI Assist<\/span><\/a><span style=\"font-weight: 400;\"> feature provides real-time suggestions to help agents turn calls around themselves:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-58571\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image5-3.png\" alt=\"AI Assist, alongside sentiment analysis, can help agents turn interactions around without supervisor input \" width=\"1999\" height=\"1125\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Being able to easily tell how a customer is feeling at any given moment during an interaction is very useful for tailoring the interaction toward a satisfying resolution. This results in a huge boost to customer experience.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Understanding and enhancing agent performance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sentiment analysis can be used to monitor and analyze agent performance. The metrics will quickly show if someone is having trouble connecting with customers or if they\u2019re exceptional at making customers happy.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can use this information to reward good agents and give support where needed. You can also use the insights you get from sentiment analysis of customer service conversations to train your agents for better performance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is particularly useful if you use a <\/span><a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\"><span style=\"font-weight: 400;\">cloud contact center<\/span><\/a><span style=\"font-weight: 400;\">, as it allows managers to get an accurate picture of agent performance without having to be physically present.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Achieving optimum workforce optimization<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sentiment analysis can help you optimize workforce performance continuously in real time. By monitoring customer sentiment as conversations are occurring, your agents and their managers can spot problems arising before they get serious and quickly modify the interaction to improve things.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sentiment analysis also provides valuable insights to customer service agents that help them to do the best possible job at all times.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Contact center sentiment analysis: One more way to optimize performance<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">AI-enabled technology is changing the world. You can use it to change your contact center for the better with RingCentral RingCX.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral RingCX uses conversation intelligence and AI-powered analytics, including sentiment analysis, to help you support and bolster the performance of your call center agents.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the insights and support provided by RingCentral RingCX, you can make huge improvements to call center performance and ensure a great experience for every customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To find out more, <\/span><a href=\"https:\/\/www.ringcentral.com\/view_demo.html\"><span style=\"font-weight: 400;\">view a demo today<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Contact center sentiment analysis FAQs<\/span><\/h2>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">What\u2019s different about call center sentiment analysis compared to other forms of feedback?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Contact center sentiment analysis is focused on solving customer problems in real time and optimizing call center agent performance. For example, call center sentiment analysis tools may \u201clisten in\u201d on calls and alert agents or supervisors when sentiments are taking a turn for the worse, alerting them to the fact that action needs to be taken to rectify any issues.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It can also pinpoint areas where agents are struggling to connect with callers and suggest ways to improve. This is in contrast to other forms of feedback, like surveys or customer reviews, which can\u2019t be acted upon in real time.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Can you apply sentiment analysis in real time in a contact center?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sentiment analysis works well in real time for contact centers. Sentiment analysis tools can monitor customer calls, make intelligent live suggestions to help out agents, and alert supervisors when they detect that a customer is getting frustrated.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">What are some ways to improve sentiment score in your contact center?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are many ways to improve your contact center\u2019s sentiment score. Here are a few popular methods:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use sentiment analysis tools to monitor and gain insights into customer sentiments.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Train your staff in listening and communication skills.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Don\u2019t be afraid to apologize to customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Demonstrate that each caller has been heard, and acknowledge their issues.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Monitor customer sentiments over time with sentiment analysis tools.<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>As humans, we use a variety of skills to determine how someone is feeling. We listen to what they\u2019re saying, watch their expression and body language, listen to changes in the tone of their voice, and more. It\u2019s not so easy to do this when you\u2019re not face-to-face. As the majority of brand\/customer interactions now &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":58569,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,43337],"tags":[2088],"class_list":["post-58568","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-service-support","tag-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Contact Center Sentiment Analysis [Definition, Benefits &amp; More]<\/title>\n<meta name=\"description\" content=\"Contact center sentiment analysis is an AI-driven tool to help you assess how customers or leads feel about interactions with your agents and reps. Learn more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-sentiment-analysis\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is contact center sentiment analysis? A guide to how it works, its benefits, and more\" \/>\n<meta property=\"og:description\" content=\"Contact center sentiment analysis is an AI-driven tool to help you assess how customers or leads feel about interactions with your agents and reps. Learn more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-sentiment-analysis\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2024-12-12T07:58:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-10T09:19:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Andy Watson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Andy Watson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"12 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/contact-center-sentiment-analysis\/\"},\"author\":{\"name\":\"Andy Watson\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf\"},\"headline\":\"What is contact center sentiment analysis? A guide to how it works, its benefits, and more\",\"datePublished\":\"2024-12-12T07:58:07+00:00\",\"dateModified\":\"2025-06-10T09:19:51+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/contact-center-sentiment-analysis\/\"},\"wordCount\":2516,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png\",\"keywords\":[\"support\"],\"articleSection\":[\"Communication &amp; collaboration\",\"Service &amp; support\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/contact-center-sentiment-analysis\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/\",\"name\":\"Contact Center Sentiment Analysis [Definition, Benefits & More]\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png\",\"datePublished\":\"2024-12-12T07:58:07+00:00\",\"dateModified\":\"2025-06-10T09:19:51+00:00\",\"description\":\"Contact center sentiment analysis is an AI-driven tool to help you assess how customers or leads feel about interactions with your agents and reps. Learn more.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png\",\"width\":930,\"height\":700},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What is contact center sentiment analysis? A guide to how it works, its benefits, and more\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf\",\"name\":\"Andy Watson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\",\"caption\":\"Andy Watson\"},\"description\":\"Andy Watson is the Director of Product Marketing for CX Solutions. Prior to joining RingCentral in 2021, he held UCaaS and CCaaS Product Marketing roles at Broadvoice and Mavenir. Additionally, he has extensive telecom experience with Nortel Networks, Ericsson, and GENBAND (now Ribbon Communications), serving in various roles in Technical Documentation, Program Management, and New Product Introduction.\",\"sameAs\":[\"https:\/\/www.linkedin.com\/in\/andy-watson-2a40a011\"],\"url\":\"\/us\/en\/blog\/author\/andy-watson\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Contact Center Sentiment Analysis [Definition, Benefits & More]","description":"Contact center sentiment analysis is an AI-driven tool to help you assess how customers or leads feel about interactions with your agents and reps. Learn more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-sentiment-analysis\/","og_locale":"en_US","og_type":"article","og_title":"What is contact center sentiment analysis? A guide to how it works, its benefits, and more","og_description":"Contact center sentiment analysis is an AI-driven tool to help you assess how customers or leads feel about interactions with your agents and reps. Learn more.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-sentiment-analysis\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2024-12-12T07:58:07+00:00","article_modified_time":"2025-06-10T09:19:51+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png","type":"image\/png"}],"author":"Andy Watson","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"Andy Watson","Est. reading time":"12 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#article","isPartOf":{"@id":"\/us\/en\/blog\/contact-center-sentiment-analysis\/"},"author":{"name":"Andy Watson","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf"},"headline":"What is contact center sentiment analysis? A guide to how it works, its benefits, and more","datePublished":"2024-12-12T07:58:07+00:00","dateModified":"2025-06-10T09:19:51+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/contact-center-sentiment-analysis\/"},"wordCount":2516,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png","keywords":["support"],"articleSection":["Communication &amp; collaboration","Service &amp; support"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/contact-center-sentiment-analysis\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/","name":"Contact Center Sentiment Analysis [Definition, Benefits & More]","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png","datePublished":"2024-12-12T07:58:07+00:00","dateModified":"2025-06-10T09:19:51+00:00","description":"Contact center sentiment analysis is an AI-driven tool to help you assess how customers or leads feel about interactions with your agents and reps. Learn more.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png","width":930,"height":700},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-sentiment-analysis\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"What is contact center sentiment analysis? A guide to how it works, its benefits, and more"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf","name":"Andy Watson","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g","caption":"Andy Watson"},"description":"Andy Watson is the Director of Product Marketing for CX Solutions. Prior to joining RingCentral in 2021, he held UCaaS and CCaaS Product Marketing roles at Broadvoice and Mavenir. Additionally, he has extensive telecom experience with Nortel Networks, Ericsson, and GENBAND (now Ribbon Communications), serving in various roles in Technical Documentation, Program Management, and New Product Introduction.","sameAs":["https:\/\/www.linkedin.com\/in\/andy-watson-2a40a011"],"url":"\/us\/en\/blog\/author\/andy-watson\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/image3-2.png","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/andy-watson\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Andy Watson<\/span><\/a>","rc_author_full_name":"Andy Watson","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Andy-Watson-1-1.jpg","rc_author_link":"\/us\/en\/blog\/author\/andy-watson\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/communication-and-collaboration\/amp\">Communication &amp; collaboration<\/a><a href=\"\/us\/en\/blog\/category\/roles\/service-support\/amp\">, Service &amp; support<\/a>","amp_link":"\/us\/en\/blog\/contact-center-sentiment-analysis\/amp","excerpt_title":"What is contact center sentiment analysis? A guide to how...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/58568","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1145"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=58568"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/58568\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/58569"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=58568"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=58568"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=58568"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}