How can contact centre leaders ensure their teams are equipped to meet the challenges as well as embrace the benefits that AI will bring? We believe that this will be achieved by recruiting and developing skills in Emotional Intelligence (EI). EI has multiple dimensions that are all relevant for customer facing roles. Take Self Regard and Regard for Others for example – they underpin EI and influence every interaction we have. Customer advisers with higher levels of Self Regard are more likely to be fully present when talking to customers, rather than listening to an inner voice telling them they can’t handle the conversation.
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