Recorded Webinar: Building Emotional Intelligence into the Contact Centre

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.

Topics 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

Panellists