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Articles - Emotion

Discover our range of materials on understanding and managing emotion in contact centre interactions for better outcomes.

Emotion and effort in customer service with blocks and icons

Customer Effort and Emotion – 10 Reasons to Take Action Today

Wellbeing and DE&I Questions Cover from General Section of 2023 Survey

Industry Stepping Up With Wellbeing and DE&I Strategies

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

Person on phone to customer service happy with service

21 Tips to Make Your Customers Feel Truly Valued

Proactive customer service marks on notebook.

Get Started With Proactive Customer Service

Happy team putting their fist on top of each other and laughing

3 Proven Ways to Cheer Up Your Team

Happiness and strategy concept with happy person playing chess

Expert Strategies to Improve Customer Happiness

Measure Customer Emotion Video

Video: 3 Ways to Measure Customer Emotion in the Contact Centre

Emotional Motivators Target the Feelings that drive customer behaviours

Video: How to Target the Feelings That Drive Customer Behaviours

A picture of wooden blocks spelling out "CX"

How to Improve the Customer Experience – With a Checklist

Comparison between reason and feeling. Brain and heart on a two tone background

Five Steps to Map Emotions Onto the Customer Journey

Tips for Emotional Intelligence

15 Tips for Building Emotional Intelligence in Customer Service

Illustration of a logical and emotional brain sides

Understanding the Use of Emotion and Logic in Sales

How to Measure Sentiment in the Contact Centre

A photo of someone holding the letters "EQ"

Emotional Intelligence FAQs Answered by an Expert

How to Improve Your Customer Service With Emotional Intelligence

A photo of paint splashes on a drawing of a human brain

Creating Memorable Customer Experiences With Emotional Intelligence

Podcast: How Can You Use Customer Emotions to Your Advantage?

10 Innovative Ways to Create Customer Value

Big group of happy friends having fun and jumps in water against sunset

7 Steps to Evoke the Emotions You Want From Your Customers

woman smiling and reading texts on a cellphone while sitting alone at a counter in a cafe enjoying a meal

5 Customer Engagement Strategies That You Cannot Ignore

How to Handle Emojis in Customer Service

How to Use Psychology to Improve the Customer Experience

Emotional Connections: The Building Blocks of Customer Loyalty