Sentiment Score

Definition of sentiment score

Sentiment scores are a metric for measuring customer sentiment. Scores can range from 0-100, where 100 is the most positive possible outcome and 0 is the least. Positive words are assigned a +1 scoring, while negative words are assigned a -1 scoring in speech analysis software. The final sentiment score for each response is the sum of the positive and negative scores. Sentiment scores indicate the strength of customer sentiment during a given interaction. 

Depending on the scoring model that you use in your contact center, composite scores are calculated by conducting quantitative analysis on call recordings sentiments overall. Composite sentiment score is calculated by adding up the total of sentiment scores on calls. The average score can be calculated by adding the total number of positive words against negative words. 


More Sentiment Scoring Resources for Call & Contact Centers:

Call / Contact Center Sentiment Analysis Software

Gain a holistic understanding of contact center agent and operational performance to address broader customer and agent experience trends in your business

Speech Analytics with Automated Quality Management

By quickly and easily unlocking the voice of the customer buried within call and text conversations, speech analytics is transforming the contact center into a vital source of rich data insights and customer intelligence to inform decision-making across the enterprise. Energize agent engagement, performance, and development with targeted, data-driven eLearning and 1-2-1 coaching strategies.

Sentiment Analysis Tools: What Are They, What Do They Do, And How To Use Them

Sentiment analysis can be used on both sides of the call center conversation. This holistic approach gives you a better reading as to how you can create processes that best serve your organization. 

What is Sentiment Analysis and How Do You Do It?

Sentiment analysis uses machine learning algorithms to automatically gauge conversations for their sentiment score. There are three main systems for analyzing sentiment. Each system is infinitely refinable. 

Maximize Productivity With HCI Phones

Without consent to call cell numbers, calling can be complicated and risky. LiveVox’s HCI® enables you to engage with unconsented cell phones more productively while mitigating risk.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.