Recorded Webinar: Unlocking Contact Centre Emotional Intelligence


If you are looking to build a culture of continuous improvement, emotional intelligence may just be the missing ingredient that you need.

By unlocking the emotional intelligence that’s hidden within your leaders and advisors, you can improve everything from people management to customer conversations.

In this webinar, we will help you to fully understand emotional intelligence as a concept and build a great contact centre culture around it, enabling your wonderful teams to work to their full potential.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Sandra Thompson, Ei Evolution
  •  Sandra Thompson slides from Emotional Intelligence webinar

Click here to view the slides

  • Annamarie Quinn, Sensée
 Annamarie Quinn slides from Emotional Intelligence webinar

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  • Jeremy Payne, Enghouse Interactive
 Jeremy Payne slides from Emotional Intelligence webinar

Click here to view the slides

Topics Discussed

  • What is emotional intelligence?
  • How can you create a more emotionally intelligent contact centre?
  • Top tips for raising contact centre performance
  • Developing empathy with customers
  • How advisors can build rapport
  • How to lead with emotional intelligence
  • The tools that support the emotionally intelligent contact centre
  • Top tips from the audience
  • Winning tip – “Take time in your one to ones to not talk about stats and performance, just discuss how your employee is feeling anything they need from you. That is their time to discuss what’s going on with them at that time :)” thanks to Alex50

Original Webinar date: 22nd April 2021


Sandra Thompson - Headshot
Sandra Thompson
Ei Evolution

Annamarie Quinn - Headshot
Annamarie Quinn

Jeremy Payne - Headshot
Jeremy Payne
Enghouse Interactive

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

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Author: Rachael Trickey

Published On: 16th Apr 2021 - 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