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Articles - Emotion

Discover our range of materials on understanding and managing emotion in contact centre interactions for better outcomes.

emotion post-it notes

10 Game-Changing Ways Emotion Will Shape the Future of CX

Emotion and effort in customer service with blocks and icons

Customer Effort and Emotion – 10 Reasons to Take Action Today

Wellbeing and DE&I Questions Cover from General Section of 2023 Survey

Industry Stepping Up With Wellbeing and DE&I Strategies

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

Person on phone to customer service happy with service

21 Tips to Make Your Customers Feel Truly Valued

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Get Started With Proactive Customer Service

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3 Proven Ways to Cheer Up Your Team

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Expert Strategies to Improve Customer Happiness

Video Image: 3 Ways to Measure Customer Emotion in the Contact Centre

Ways to Measure Customer Emotion in the Contact Centre

Video Image: How to Target the Feelings That Drive Customer Behaviours

Emotional Motivators and Their Impact

A picture of wooden blocks spelling out "CX"

How to Improve the Customer Experience – With a Checklist

Comparison between reason and feeling. Brain and heart on a two tone background

Five Steps to Map Emotions Onto the Customer Journey

Tips for Emotional Intelligence

15 Tips for Building Emotional Intelligence in Customer Service

Illustration of a logical and emotional brain sides

Understanding the Use of Emotion and Logic in Sales

How to Measure Sentiment in the Contact Centre

A photo of someone holding the letters "EQ"

Emotional Intelligence FAQs Answered by an Expert

How to Improve Your Customer Service With Emotional Intelligence

A photo of paint splashes on a drawing of a human brain

Creating Memorable Customer Experiences With Emotional Intelligence

Podcast: How Can You Use Customer Emotions to Your Advantage?

10 Innovative Ways to Create Customer Value

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7 Steps to Evoke the Emotions You Want From Your Customers

woman smiling and reading texts on a cellphone while sitting alone at a counter in a cafe enjoying a meal

5 Customer Engagement Strategies That You Cannot Ignore

How to Handle Emojis in Customer Service

How to Use Psychology to Improve the Customer Experience