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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

Proactive customer service marks on notebook.

Get Started With Proactive Customer Service

Video Image: Agent Statements for Supporting Bereaved Customers

Agent Statements for Supporting Bereaved Customers

Happy team putting their fist on top of each other and laughing

3 Proven Ways to Cheer Up Your Team

Happiness and strategy concept with happy person playing chess

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: 4 Examples of Customer Service Empathy Statements

Examples of Customer Service Empathy Statements

Video Image: What’s the Difference Between Empathy and Sympathy?

What’s the Difference Between Empathy and Sympathy?

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

Video Image: What Is Sentiment Analysis?

Understanding Sentiment Analysis

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

CallMiner Agentic AI Box

Editor's Pick

Thumbnail Ways to Reduce Friction Between Agents Working on Different Channels

Ways to Reduce Friction Between Agents Working on Different Channels

Thumbnail 7 Things Creative Team Leaders Do Better Than the Rest

7 Things Creative Team Leaders Do Better Than the Rest

Thumbnail How to Make Team Huddles More Engaging

How to Make Team Huddles More Engaging

Thumbnail 10 Quick Wins for Cheering Up Your Agents

10 Quick Wins for Cheering Up Your Agents

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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