The importance of emotional intelligence in the contact centre
Enghouse Interactive
APRIL 30, 2021
Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly. Attendees agreed, with 58% seeing such solutions as having the biggest impact on employee engagement, way ahead of omnichannel (12%) and video (10%).
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