Over 50% of a Customers Experience, is driven by how the Customer feels. Harnessing the use of Customer Emotions is key to driving successful outcomes.

In this webinar, we look at how to identify and use Customer Emotions to your advantage. This will lead to an improved customer experience, higher customer satisfaction and an improvement in employee engagement.

Topics to be discussed

• Harnessing Customer Emotions
• What does an Emotionally Responsive Contact Centre Look Like?
• How to measure Customer Emotions
• How to get your Advisors to be more Emotionally Intelligent
• Using Emotions to drive Outcomes
• Reducing Customer Effort
• The Use of Technology
• Emotion Detection
• Customer Analytics
• Sentiment Analysis
• Voice of the Customer Feedback
• Top Tips from the audience

Featured Speakers:

Colin Shaw

Founder & CEO, Beyond Philosophy

Rachel Boynton

Digital Media Manager, Call Centre Helper

Fabrice Martin

Chief Product Officer, Clarabridge