Recorded Webinar – Building Emotional Intelligence into the Contact Centre

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1,118

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

Agenda

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