Don't Just Fill Seats! Create High EQ Agents

Certified Emotional Intelligence (EQ) practitioner Jim Rembach of Customer Relationship Metrics, LLC identifies new ways for developing high EQ agents for your contact center and show us how to convert 'bodies in seats' into 'agents with brains.’

September 10, 2014

Your agents make or break the customer experience, but typical contact center practices prevent high performance. Contact centers need agents with brains, not just bodies in seats.  

In this webinar, you will learn:

  • Why the metrics you measure may be driving negative agent behavior
  • Why traditional contact center practices prevent building emotionally intelligent agents
  • 5 factors for creating EQ agents
  • How to convert 'bodies in seats' into 'agents with brains’

For the customer to have a good experience, you want an emotionally intelligent agent who knows what to do and when to do it. So, what are you doing that's preventing this from occurring?

Our guest speaker, Jim Rembach, senior vice president for Customer Relationship Metrics, LLC, and certified Emotional Intelligence (EQ) practitioner, will help identify new ways for developing high EQ agents for your contact center.

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