Customer sentiment is quickly becoming one of the most important metrics for any contact center to track. It helps contact centers better understand the opinions and emotions of their customers so that they can improve their processes and provide a better customer experience. It can also help uncover major issues outside of the contact center so that they can be fixed, taking pressure off of the contact center and its agents.

Your phone buzzes one Saturday afternoon. It’s a text message from an unknown number noting that there’s a big sale at one of your favorite stores. No pictures. No branding. Just a spammy-looking URL you’re told to click on to view more details. Now imagine getting that same text message, but this time, it’s a little different: It features clear and recognizable branding.