Emotional intelligence

Hotels, restaurants, shops, contact centres and many other organisations rely on personable and lively employees to enhance the customer experience. However, injecting enthusiasm and energy all day, every day, can lead to employee burnout. This study examines how organisations can differentiate themselves through excellent customer service without mentally exhausting their employees.

Methodology
A comprehensive literature review of training and development in call and contact centres, followed by 15 case studies in a cross-section of organisations in England, Ireland, the Netherlands, Scotland and Sweden.