Emotional intelligence

How emotional intelligence can help you cope with Christmas

Published on: September 10, 2021
Author: Pauline Ashenden - Demand Generation Manager

In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush.

The benefits of building emotional intelligence in your team

Published on: April 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs...

Customer Service 2020

Published on: June 26, 2013
Author: Epticablog

What will the customers of the future demand? That was one of the topics discussed at the latest Eptica UK Customer Day, held in London on Tuesday 25th June. As well as an update on Eptica’s future roadmap, attendees heard first hand from customer Easyroommate on how it has transformed service in 37 countries, reducing inbound calls by 75% and increasing First Call Resolution to over 90%. Th...