When customers reach out to your contact center, they bring a wide range of emotions to the conversation stemming from different stressors in their lives that may not even be related to the reason that drove the call. Agents often sense this tension, impacting their well-being and the interaction's quality. How can you align your organization’s goals with your customers' feelings during conversations?

Join us for an exclusive live session with Nic Morrison (Business Analyst, Delta Defense) as they explore the emotional journey customers undergo during calls. You’ll learn a step-by-step approach to mapping the emotional call flow by asking targeted questions and creating an empathetic space. Discover how to break away from scripting and create consistent positive customer experiences.

Key takeaways include:

• Best practices in charting the emotional flow your customers embark upon during calls 
• The limitations of scripting (especially for highly emotive calls), and actionable steps to enhance agent guidance without a script
• How to ask emotionally targeted questions to discover the customer’s current emotional state and what agents can do to relieve call tension and lighten the mood 

Don't miss out on gaining insights into better customer experiences, improved business outcomes, and enhanced data analysis. Register now!