Podcast – Emotional Intelligence in the Contact Centre


Sandra Thompson

Sandra Thompson, Founder of Exceed All Expectations, gives a presentation on training emotional intelligence in the contact centre to improve customer experience.

Sandra Thompson

Sandra Thompson

In her presentation, Sandra also discusses how best to show empathy, change the language of the contact centre and improve leadership.

Follow any of the links below to listen to the podcast on your favourite platform:

Or, if you’d prefer to listen to the podcast directly from this web page, just hit the play button below:

This podcast was made possible by our sponsor Odigo. To find out more about Odigo’s contact centre solutions, visit: www.odigo.com

To watch the full recording of the webinar that this podcast has been sourced from, click here.

Podcast Time Stamps

  • 2:57 – Recognizing Our Own Emotions
  • 7:35 – A Model for Emotional Self-Awareness
  • 9:19 – The Three Types of Contact Centre Empathy
  • 11:28 – Applying Emotional Intelligence to Our Language
  • 16:26 – Using Emotional Intelligence in Our Leadership

Published On: 3rd Aug 2020
Read more about - Podcasts,


Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.