Podcast – Emotional Intelligence in the Contact Centre Related Articles 15 Tips for Building Emotional Intelligence in Customer Service The Contact Centre Podcast: Catch-up with Every Episode So Far! Emotional Intelligence FAQs Answered by an Expert Creating Memorable Customer Experiences With Emotional Intelligence © Sandra Thompson 972 Filed under - Podcasts, Odigo Sandra Thompson, Founder of Exceed All Expectations, gives a presentation on training emotional intelligence in the contact centre to improve customer experience. Sandra Thompson In her presentation, Sandra also discusses how best to show empathy, change the language of the contact centre and improve leadership. To listen to the podcast directly from this web page, just hit the play button below: The Contact Centre Podcast – Episode 27:Emotional Intelligence In The Contact Centre This podcast was made possible by our sponsor Odigo. To find out more about Odigo’s contact centre solutions, visit their website To watch the full recording of the webinar that this podcast has been sourced from, click here. Podcast Time Stamps 2:57 – Recognizing Our Own Emotions7:35 – A Model for Emotional Self-Awareness9:19 – The Three Types of Contact Centre Empathy11:28 – Applying Emotional Intelligence to Our Language16:26 – Using Emotional Intelligence in Our Leadership Author: Robyn Coppell Published On: 3rd Aug 2020 - Last modified: 11th Nov 2022 Read more about - Podcasts, Odigo Recommended Articles 15 Tips for Building Emotional Intelligence in Customer Service The Contact Centre Podcast: Catch-up with Every Episode So Far! Emotional Intelligence FAQs Answered by an Expert Creating Memorable Customer Experiences With Emotional Intelligence Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter