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

In our webinars, you also have the opportunity to share tips and ask questions of the audience and other attendees.

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