Source:- business.com Determining a job candidate’s potential for success is a difficult task. In the past, hiring managers looked to people’s intelligence quotient (IQ) to gauge whether they would bring value to their organizations. Now, however, emotional intelligence (EQ) is seen as an increasingly relevant predictor for success. Research shows that 95 percent of human resources managers believe that Read More
Tag: emotional intelligence
Source- techradar.com Emotional intelligence is an essential skill in the customer service functions with the productivity and efficiency of the role is directly tied to the quality of conversations. The personal dynamics of emotionally cognisant customer service agents play an important role in empathetically resolving any queries or concerns, impacting customer churn and increasing brand loyalty Read More
Source – sociable.co MIT has launched a new project, the MIT Intelligence Quest, whose aim is to “advance the science and engineering of both human and machine intelligence.” The goal of this project is to discover the foundations of human intelligence, and how this knowledge can be applied to the burgeoning science and technology of Artificial Intelligence. Read More
Source – brinknews.com Call centers have been around since the 1960s, gaining mainstream attention when employees were seen wearing telephone headsets on televised NASA Mission Control Center events. Since then, customer service centers have been typically regarded as a necessary evil, where customers have encountered their fair share of unhelpful calls. Despite many companies’ attempts to Read More
Source – venturebeat.com Emotional intelligence (EQ) — the ability to pick up on what other people are feeling or thinking, primarily using body language and tone of voice — is a difficult endeavor, even for some humans. When a human misreads their fellow human, they could lose a friendship, a relationship, a job. Stakes are even Read More
Source – whatech.com 44% of contact centres have no intentions to introduce AI. 40% of contact centres agree that emotional intelligence is an area they need to explore. Emotional intelligence has been eagerly embraced by the contact centre industry. You’ve no doubt heard about artificial intelligence making inroads into the contact centre, initially in the form Read More