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


Dawn Redman - Headshot
Dawn Redman
Call Centre Consultant

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 9th Nov 2016 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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Recorded Webinar: Emotional Intelligence in the Contact Centre