Emotions on the telephone [electronic resource] / Cilla Mckay.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2009Description: 1 online resource (1 streaming video file (30 min.) : color, sound)Subject(s): Call center agents | Call centers -- Management | Customer services -- Management | EmotionsOnline resources: Click here to access online | Series Animated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: Customer emotions and behaviors -- How are emotions demonstrated? -- Perception and awareness -- The four insights color energies -- Why do customers get upset -- Understanding personal emotions -- Bridging the gaps -- Customer experience analysis -- Translation to internal quality measures -- Creating a culture of emotional recognition -- Speech recognition software.
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Mode of access: World Wide Web.