Recorded Webinar – Building Emotional Intelligence into the Contact Centre

In this webinar we looked at how you can build emotional intelligence – and in particular rapport building and empathy – into the contact centre.

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  • Introductions – Rachael Boynton, Call Centre Helper
  • Dawn Redman – Call Centre Consultant

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  • Jonty Pearce – Call Centre Helper

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Topics to be 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
  • Winning tip – “Stop focusing on AHT, literally forget about it for a while. Instead focus on Quality, spend as much time as possible listening to calls. If calls can be quicker you’ll hear it and coach it. I haven’t looked at AHT since January. And we’re as cost efficient as ever.”thanks to Charlie11

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This webinar was brought to you by Call Centre Helper.

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