White Paper: Leveraging Emotion to Improve Contact Centre Performance

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This white paper looks at the key ingredients for delivering a five-star CX in the contact centre and understanding and leveraging emotion across customer interactions. Emotion is a key driver for developing strong and lasting customer relationships.

Recent research to consider: Emotion has a bigger impact on brand loyalty and customer retention than ease of engagement and CX effectiveness. 60% of loyal customers use the same type of emotional language they’d use for family and friends when speaking of their favorite brands.

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