The Importance of Emotional Intelligence (EQ)

We found a great article on Emotional Intelligence, or EQ, written by the Customer Experience Report.

At Centris, Emotional Intelligence is a necessary ingredient for success. From Customer Service Agents to Supervisors to Managers, EQ means treating your customers and our employees with respect and empathy. While many companies may overlook this trait, it’s at the heart of what we do.

One of the ways we focus on EQ is through our training. Proper tone and manner is essential for Customer Service Agents. In fact, it’s one of the aspects covered in our initial training at Kudos University.

On the floor, our agents are continually monitored. Quality Assurance grades each agent on a number of areas including tone and manner. Additionally, we teach our agents to listen with an empathetic ear and resolve issues with empowerment.

Second, supervisors and managers use EQ to make sure our employees feel valued and necessary. It’s why we say, “Happy Agents, Happy Customers.” At Centris, our employees are nurtured and developed not only for professional success, but personal success.

Finally, the article mentions the appearance of a trend in moving “big-ticket items” back to U.S. contact centers. At Centris, due to our nearshore operation, we not only offer a more cost-effective solution, but most of our agents have lived, worked and/or been educated in the United States. In other words, we beg to differ.

http://www.customerexperiencereport.com/tactics-and-operations/eq-contact-center-lack-emotional-intelligence/