Webinar Replay - Building Emotional Intelligence into The Contact Centre

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Soft skills are often overlooked in contact centres, but they can have a very positive impact on how conversations develop. In this webinar we look at how you can build emotional intelligence - and in particular rapport building and empathy - into the contact centre.

10th November 2016 @ 1.00pm UK time.

In our webinars, you also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.
Panellists
Dawn Redman - headshot
Dawn Redman
Call Centre Consultant
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
 
Topics to be discussed
  • Easy ways to build rapport with customers
  • Listening skills
  • Empathy building
  • Different personality types
  • The right words and phrases to use
  • How to calm an angry customer
  • The role of quality monitoring and scoring
  • How to stop compliance getting in the way
  • Top tips from the audience