![]() ![]() The Importance of Emotional Intelligence in Customer Service To learn how technology and artificial intelligence can identify emotion, download our white paper, Leveraging Emotion to Improve CX and Elevate Contact Center Performance. Increased emotional awareness is likely to improve outcomes for customers and personnel across the board. For agents to navigate through tense situations with customers and other callers successfully, they should have a solid grasp of the emotional content of their conversations. Learning to identify emotions as they arise in both ourselves and others can have immensely positive effects on our ability to cooperate and engage with others successfully.Įmotional skills begin with fostering understanding of what emotions exist, how they arise, and what defines them. Emotions decorate all our everyday interactions. In the fast-paced call center environment, it pays to teach agents how to assess emotions in themselves and those with whom they interact.
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