The Contact Center Command

Welcome to the March edition of The Contact Center Command. It is that time of year where we start to get a taste of the spring weather and I for one could not be more excited. There is nothing like the warmer weather, the fresh spring air, and that opportunity to spring into new ideas and momentum.

In this edition, we will explore some current industry news or trends, how improving Emotional Intelligence skills can translate into improved CX for your customers and we will finish up with some quick tips and ideas you can take away.

?? Let's get into it and take command! ??

Industry News & Highlights

With the introduction of Agentforce by Salesforce there was a lot of speculation about how it would go. Well, we heard the following update from Marc Benioff:

Salesforce's Agentforce Achieves Rapid Adoption: Since its October launch, Salesforce's Agentforce platform has secured 5,000 deals, with 3,000 being paid contracts. ????

CEO Marc Benioff highlighted this unprecedented product growth during the company's Q4 2025 earnings call, dubbing it the "quarter of Agentforce." Notable clients like OpenTable and Pfizer have integrated Agentforce to enhance customer interactions and operational efficiency.

Check out CX Today for the in depth write-up here.

The Power of Emotional Intelligence in CX

Emotional Intelligence (EI) is more than just a buzzword—it's the secret sauce behind remarkable customer experiences. When agents truly understand and respond to customer emotions, they create genuine connections that boost satisfaction scores and build loyalty. When you have strong Emotional Intelligence, you are able to understand yourself as well as understand how your customers are feeling.

Why EI Matters?

Research done by New Voice Media, now a part of Vonage revealed that "86% of consumers said that if they felt they’d made a positive emotional connection with a customer service agent, they’d be more likely to do business with that company again. However, on average, consumers felt emotional connections with just 30 percent of companies they’d done business with over the last year." See full research here.

This is a huge risk and opportunity. For those companies that are not prioritizing EI, they are at risk of losing out on future business and even worse are at risk of losing current customers. The same research shows the effect of even ONE poor customer experience.

"Faced with poor customer service, 39 percent would never use the offending company again, 37 percent would change suppliers, 36 percent would write a complaint email/letter, 28 percent would post an online review and 26 percent would complain publicly via social media. Only 7 percent would take no action."

What Can We Do?

Now that we understand how important EI is, what can we do about it? How do we apply EI and help our agents grow?

Here are some specific skills you can focus on that will have a dramatic impact on employee performance:

• ? Active listening: Contact center agents should practice active listening, which involves giving full attention to the customer's words, tone, and emotions. They should avoid interrupting, provide verbal cues to show they are engaged (e.g., using phrases like "I understand" or "I hear you"), and summarize or paraphrase the customer's concerns to ensure accurate understanding.
• ? Empathy: Agents should strive to understand and empathize with the emotions and concerns of customers. This involves actively listening to their needs, acknowledging their feelings, and demonstrating understanding. Showing empathy can help build rapport and trust with customers.
• ? Emotional regulation: Agents need to manage their emotions effectively, especially in challenging situations. They should learn techniques to stay calm and composed, such as deep breathing exercises or taking short breaks if needed. This helps agents respond to customers in a professional and positive manner.
• ? Adaptability: Call center agents should be adaptable and flexible in their approach. Different customers may have varying emotional states, so agents should be prepared to adjust their communication style accordingly. This might involve being more patient with upset customers or using a more upbeat tone for enthusiastic customers.

This is a short list and summary of the many different ways you can use EI to help your employees in their day to day interactions with customers which will in turn help your customers have a better experience.

For a more in depth discussion and conversation, feel free to reach out to me or drop a comment! I'd love to continue the discussion.

Quick Tips

How leaders can apply Emotional Intelligence (EI) in their leadership model.

?? Self-Awareness – Recognize your emotions and how they influence your decision-making and leadership style.

?? Empathy in Action – Take the time to understand your team’s perspectives and challenges to build trust and connection.

?? Managing Emotions Under Pressure – Stay composed and solution-focused, even in high-stress situations.

?? Clear, Emotionally Intelligent Communication – Adapt your tone and messaging based on the emotions and needs of your team.

?? Coaching with EI – Use emotional intelligence to provide feedback in a way that motivates, supports, and drives growth.

Leaders who master emotional intelligence create stronger teams, better engagement, and a healthier workplace culture.

Wrap Up

We spent a lot of time this month talking about how EI can have a dramatic impact on your business. It affects how your customers feel after interacting with your agents and the direct link that has on business performance.

EI is also an essential leadership skill. We provided some quick tips on how you can use EI to improve your leadership skills which in turn will lead to happier and more engaged employees.

We have only touched the tip of the iceberg when it comes to EI and its applications. If you want to learn more about it or how to apply it reach out to us at The Leadership Hub to schedule a session.

For more insights on leadership, coaching, and driving customer experience success, follow me and stay tuned for more editions of The Contact Center Command!

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