Emotional Intelligence expert to share best practices for contact centers
ATLANTA (Sept. 4, 2014) – Intradiem, the leading provider of intraday automation solutions, will host a free webinar on Wednesday, Sept. 10, 2014, at 2 p.m. EDT titled “Don’t Just Fill Seats: Create High EQ Agents.”
The webinar will share best practices on how contact centers can develop emotionally intelligent (EQ) agents in order to improve empathy, reduce repeat contacts and ultimately improve the customer experience.
Certified EQ practitioner, contact center auditor and employee retention specialist Jim Rembach, senior vice president at Customer Relationship Metrics, will join John Wolf, Intradiem’s chief marketing officer. This live, interactive discussion, will help contact center professionals identify new ways for developing high EQ contact center agents.
“Companies that are excelling know how to generate customer loyalty by unlocking emotions. Emotional intelligence is the key to the customer experience,” said Rembach. “Therefore, contact centers have a massive opportunity to increase their value to their company by developing emotionally intelligent agents.”
Attendees of this webinar will learn:
- Why a contact center’s current metrics may be driving negative behavior
- Why traditional contact center practices prevent the development of EQ agents
- Five factors for creating EQ agents
- Practical advice for turning ‘bodies in seats’ into agents with brains.
“In today’s customer-centric market, companies need the right tools in place to develop agents and do more than fill contact center seats,” said Wolf. “When organizations learn how to leverage intraday automation technology to carve out time to develop knowledgeable agents, they’re one step closer to creating a successful frontline workforce capable of reacting to customer concerns and inquiries in real time.
Registration for this free event is available here.
Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience.