1. The business case for applying emotional intelligence (EI) in the workplace is clear* and there's a significant body of overseas research which links emotional intelligence (EI) to contact centre performance in relation to customer service, sales, employee tenure and engagement.

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  2. Understanding best fit for contact centre employees is imperative for success.

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  3. Published on 15 Jul 2014

    Every customer is unique, every situation is different and in the contact centre agents that develop the art of conversation rather than have closely scripted interactions are likely to genuinely engage customers to sell more. Selling may be just a conversation but the ability to become engaged with customers is a complex skill set that needs emotional intelligence (EI).

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  4. Providing great customer service is no longer simply about going the extra mile. It's about creating an experience where the customer is welcomed in as your guest, all the little details taken care of and invited back; a guest who is passionate about your service and comes back time and time again. Hostology is an ancient skill that's been brilliantly adapted for high performing contact centres where it can create real competitive advantage.

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  5. Published on 15 Jul 2014

    As the contact centre industry is going through a period of transformation it is recognising it has to fundamentally change the way it engages with people and customers to create brand advocates. Learned emotional intelligence (EI) is the new fundamental ingredient for those contact centres aiming to stay ahead of the game and FuturePeople has developed the first cohesive training framework specifically for contact centre employees and leaders.

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eQ+ Training Framework

FuturePeopleAU

As the contact centre industry is going through a period of transformation it is recognising it has to fundamentally change the way it engages with people and customers to create brand advocates. Learned emotional intelligence (EI) is the new fundamental…


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As the contact centre industry is going through a period of transformation it is recognising it has to fundamentally change the way it engages with people and customers to create brand advocates. Learned emotional intelligence (EI) is the new fundamental ingredient for those contact centres aiming to stay ahead of the game and FuturePeople has developed the first cohesive training framework specifically for contact centre employees and leaders. For leaders at all levels this is a golden opportunity to effectively manage emotions, coach people with clarity and confidence and inspire high performance. For agents, it’s the ability to connect and sell by deepening customer relationships.

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