Recorded Webinar – Building Emotional Intelligence into the Contact Centre

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Agenda

• 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

This webinar was brought to you by Call Centre Helper.

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