Recorded Webinar: Building Emotional Intelligence into the Contact Centre

Soft skills are often overlooked in contact centres, but they can have a very positive impact on how conversations develop.
In this webinar we look at how you can build emotional intelligence – and in particular rapport building and empathy – into the contact centre.

10th November 2016

In our webinars, you also have the opportunity to share tips and ask questions of the audience and other attendees.

Topics 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

Panellists

Dawn Redman

Call Centre Consultant

Jonty Pearce

Call Centre Helper

Rachael Trickey

Call Centre Helper

This webinar was brought to you by Call Centre Helper and is sponsored by Call Centre Helper

Author: Rachael Trickey