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WEBINAR: Quality Management - bringing emotional intelligence to the contact centre

19th May 2016

During the webinar, you will learn:

  • Strategies to improve efficiency by evaluating agents
  • How to quickly identify training gaps and improve coaching
  • Methods for reducing liability and maintaining compliance
  • Tactics to boost agent skill levels, satisfaction, and retention
  • How to gauge emotional state of both agent and customer in real-time and handle appropriately