What if call centre agents could master their well-being through emotional intelligence (EQ), developing this crucial skill on their own terms and at their own pace? The result: a frontline team of healthier, happier, and more productive professionals. As agents grow in confidence, gain mastery over their emotions, and recognize their true value, both they and your business reap the rewards.

This talk will challenge the status quo, urging you to move beyond quick-fix empathy workshops and invest seriously in the personal growth of your frontline talent. You'll discover the transformative power of EQ in action and walk away with eight practical exercises to immediately begin cultivating this vital skill in your team.

Prepare to reimagine your call centre as a hub of emotional intelligence – where personal development drives professional excellence.

Key Takeaways:

• Find out why you're doing more damage than good 'standing in the shoes of your customers' (according to brain science)
• Learn 8 ways you can (with plenty of practice) avoid burnout, build confidence and connect better with your peers and your customers
• Why it's right to write - three gripping reasons why reflecting on your day can change your mind and lead to a happier life.