{"id":13514,"date":"2022-05-31T09:00:35","date_gmt":"2022-05-31T07:00:35","guid":{"rendered":"https:\/\/icr-evolution.com\/blog\/contact-center-la-importancia-de-la-inteligencia-emocional\/"},"modified":"2022-06-10T15:21:21","modified_gmt":"2022-06-10T13:21:21","slug":"contact-center-the-importance-of-emotional-intelligence","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/contact-center-the-importance-of-emotional-intelligence\/","title":{"rendered":"Contact center: the importance of emotional intelligence"},"content":{"rendered":"<p><strong>Contact center: the importance of emotional intelligence<\/strong>. Contact center agents are, as you know, one of the most important assets of a company for a very simple reason: they are the first touch point with users. On this basis, it is to be assumed that this professional profile must have a series of attitudes and aptitudes that, together, will define <strong>how they communicate with clients<\/strong> when interacting with them.<\/p>\n<p>Us, people, are human beings with emotions and, as such, it is difficult for us to isolate emotions in the work environment. In a sector like ours, where the contact center agent is in charge of establishing that relationship with customers from the very beginning, a fundamental concept in interpersonal relationships comes into play:<strong> emotional intelligence in the contact center<\/strong>. Do you want to know more? Keep reading!<\/p>\n\n\t\t<!--HubSpot Call-to-Action Code -->\n\t\t<span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-1e79c8b8-0c1b-4457-bd0f-e63672b22e62\">\n\t\t<span class=\"hs-cta-node hs-cta-1e79c8b8-0c1b-4457-bd0f-e63672b22e62\" id=\"1e79c8b8-0c1b-4457-bd0f-e63672b22e62\">\n\t\t<!--[if lte IE 8]>\n\t\t<div id=\"hs-cta-ie-element\"><\/div>\n\t\t<![endif]-->\n\t\t<a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/20121242\/1e79c8b8-0c1b-4457-bd0f-e63672b22e62\" >\n\t\t<img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-1e79c8b8-0c1b-4457-bd0f-e63672b22e62\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/20121242\/1e79c8b8-0c1b-4457-bd0f-e63672b22e62.png\"  alt=\"New call-to-action\"\/>\n\t\t<\/a>\n\t\t<\/span>\n\t\t<script charset=\"utf-8\" src=\"\/\/js.hubspot.com\/cta\/current.js\"><\/script>\n\t\t<script>\n\t\thbspt.cta.load(20121242, '1e79c8b8-0c1b-4457-bd0f-e63672b22e62', {});\n\t\t<\/script>\n\t\t<\/span>\n\t\t<!-- end HubSpot Call-to-Action Code -->\n\t\t\n<h2>Contact center: What is emotional intelligence?<\/h2>\n<p>Before delving into the subject, it is necessary, first of all, to understand what we mean when we talk about emotional intelligence.<strong> Emotional intelligence is defined as the ability to perceive, express, understand and manage emotions when making decisions.<\/strong><\/p>\n<p>A concept that is not new: the psychologists <strong>Howard Gardner<\/strong> (with his theory of multiple intelligences) and <strong>Daniel Goleman<\/strong> (who delved much deeper into emotional intelligence) already introduced us to a concept that speaks not so much of the alteration of emotions but, rather, <strong>how to react to different situations in which emotions are involved.<\/strong><\/p>\n<h2>Contact center: characteristics of emotional intelligence<\/h2>\n<p>That Emotional Intelligence (EI) is very important in a contact center is something that we are clear about. Now, can we be able to recognize the characteristics that people with a high degree of emotional intelligence have? Some of them are, for example:<\/p>\n<ul>\n<li><strong>Ability to analyze own emotions.<\/strong><\/li>\n<li><strong>Authenticity and honesty:<\/strong> people who have developed this type of intelligence are aware of their feelings, they express them and do not repress them.<\/li>\n<li><strong>Self-criticism<\/strong>: People with high emotional intelligence are able to recognize mistakes and be self-critical about their actions.<\/li>\n<li><strong>Empathy<\/strong>: they pay attention to the emotions of the rest of the group (this is very important when we talk about <a href=\"https:\/\/icr-evolution.com\/en\/blog\/customer-service-skills\/\" target=\"_blank\" rel=\"noopener\">customer service<\/a>) and empathize with their emotions.<\/li>\n<li><strong>They meet new people<\/strong> but, above all, they know how to surround themselves with <strong>people who contribute to them<\/strong>. That is, they try to stay out of toxic relationships.<\/li>\n<\/ul>\n<h2>Emotional intelligence: why is it so important in a contact center?<\/h2>\n<p>Now, bearing in mind that contact center agents face situations in which they also have to deal with <a href=\"https:\/\/icr-evolution.com\/en\/blog\/angry-customer-how-to-deal-with-them-to-achieve-the-best-results\/\" target=\"_blank\" rel=\"noopener\">angry customers<\/a> on a daily basis, emotional intelligence plays a very important role in knowing <strong>how to manage the different emotions<\/strong> of users and manage to make them feel that the customer service is attentive and<strong> 100% personalized.<\/strong><\/p>\n<p>The importance of emotional intelligence in a contact center and its role in managing certain situations and empathizing with the customer in this era of digital transformation<strong> can be measured in aspects such as<\/strong>:<\/p>\n<ul>\n<li><strong>Adaptability<\/strong>: that is, the ability for agents to <strong>take control of certain situations<\/strong> that can go outside the <a href=\"https:\/\/icr-evolution.com\/en\/blog\/how-to-write-a-good-call-script-for-a-call-center\/\" target=\"_blank\" rel=\"noopener\">script<\/a> for incoming calls or communication through other digital channels (social media, email, etc.).<\/li>\n<li><strong>Relationship with customers<\/strong>: on a daily basis, contact center agents will be in touch with users who do not need empathy with them and others who, however, <strong>need to receive more confidence<\/strong> from those who are trying to solve their problem. <strong>Humanization<\/strong>, as we have said many times, is very important to get communication off to a good start and build a relationship that is expected to last.<\/li>\n<li><strong>Ability to analyze = be a better listener.<\/strong> We said it a few lines above: an emotionally intelligent person will be able to analyze aspects during the conversation to know how the user is feeling. This will make it possible to anticipate her\/his needs and, in this way, shorten the problem<a href=\"https:\/\/icr-evolution.com\/en\/blog\/first-call-resolution-key\/\" target=\"_blank\" rel=\"noopener\"> resolution time<\/a>.<\/li>\n<\/ul>\n<h2>Software for customer service EVOLUTION<\/h2>\n<p>The emotional intelligence of agents must be complemented with <strong>contact center software<\/strong>. For a very simple reason: to provide them with <strong>tools<\/strong> that allow them to carry out their work in a<strong> simple and intuitive way.<\/strong> This way, they can focus on delivering a <strong>memorable customer experience<\/strong>.<\/p>\n<p>Do you want to know how ICR Evolution can help you?<a href=\"https:\/\/info.icr-evolution.com\/demo\" target=\"_blank\" rel=\"noopener\"> Request a demo of our omnichannel contact center software!<\/a><\/p>\n\n\t\t<!--HubSpot Call-to-Action Code -->\n\t\t<span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-3b573c70-6e79-442e-90a7-16ae4f034d42\">\n\t\t<span class=\"hs-cta-node hs-cta-3b573c70-6e79-442e-90a7-16ae4f034d42\" id=\"3b573c70-6e79-442e-90a7-16ae4f034d42\">\n\t\t<!--[if lte IE 8]>\n\t\t<div id=\"hs-cta-ie-element\"><\/div>\n\t\t<![endif]-->\n\t\t<a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/20121242\/3b573c70-6e79-442e-90a7-16ae4f034d42\" >\n\t\t<img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-3b573c70-6e79-442e-90a7-16ae4f034d42\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/20121242\/3b573c70-6e79-442e-90a7-16ae4f034d42.png\"  alt=\"New call-to-action\"\/>\n\t\t<\/a>\n\t\t<\/span>\n\t\t<script charset=\"utf-8\" src=\"\/\/js.hubspot.com\/cta\/current.js\"><\/script>\n\t\t<script>\n\t\thbspt.cta.load(20121242, '3b573c70-6e79-442e-90a7-16ae4f034d42', {});\n\t\t<\/script>\n\t\t<\/span>\n\t\t<!-- end HubSpot Call-to-Action Code -->\n\t\t\n","protected":false},"excerpt":{"rendered":"<p>Contact center: the importance of emotional intelligence. Contact center agents are, as you know, one of the most important assets of a company for a very simple reason: they are the first touch point with users. On this basis, it is to be assumed that this professional profile must have a series of attitudes and [&hellip;]<\/p>\n","protected":false},"author":100015,"featured_media":13584,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[96],"tags":[],"class_list":["post-13514","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Contact center: the importance of emotional intelligence - ICR Evolution<\/title>\n<meta name=\"description\" content=\"Contact center: why is the emotional intelligence of the agents who provide customer service so important?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.icr-evolution.com\/en\/blog\/contact-center-the-importance-of-emotional-intelligence\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact center: the importance of emotional intelligence - 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