Recorded Webinar: Building Emotional Intelligence into the Contact Centre

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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

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn