The business process outsourcing industry is renowned for being one of the most stressful industries in the world, and this is no surprise – the variability of human interaction adds an element of the unknown to each day an agent spends in a contact centre.The value chain of customer experience relies on a calm, seamless interaction between the customer and the agent handling their query.
The stakes are high. Emotionally intelligent agents are indispensable, bringing a nuanced understanding of customer sentiment that results in a service that exceeds expectations and leaves a lasting positive impact on the overall customer experience.Emotional intelligence is a set of skills and behaviours, and while some people will be naturally inclined to certain aspects, EQ is also something that can be learned, developed and enhanced.
It’s well documented that empathy, social skills, active listening skills and emotional literacy are important in building successful teams. Empathy combined with social skills is crucial for building trust and rapport with team members, leading to better team calibration and successful outcomes.Contact centre success doesn’t stop with EQ. We must look at the person as a whole to nurture employees who are resilient, confident and capable of emotional self-regulation.
PQ is interconnected with cognitive and emotional intelligence, providing the physical foundation that supports mental and emotional processes. Simple techniques such as proper breathing, posture and movement can all improve mental state and overall performance, which is critical in a typically high-pressure environment.
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