Here are our ten suggestions that may help you to implement a quality monitoring programme that best influences advisor performance.

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Studies have shown that it’s emotional satisfaction that is especially important. This white paper looks at emotions, how they influence behaviour, their relevance to customer experience outcomes and specifically how all this translates into the daily life of customer interaction.

Forward-thinking contact centre leaders recognise the potential value of voice of the customer data.. What does it take to truly harness your customer data and become a voice of the customer superhero? Download the ebook to find out.

Call centres are expected to continuously improve the customer experience. Today, they are expected to reduce costs too. This case study illustrates how Real Time Resolutions successfully implemented Interaction Analytics to significantly reduce costs and increase customer contact.

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