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Building Frontline EQ and Resilience

Learning Level: Frontline
Format: Half-Day (3hr)
Delivery: Virtual
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Your frontline colleagues face increasing pressure every day. This course helps them strengthen emotional intelligence, build resilience and develop the self-awareness needed to stay focused, adaptable and effective in every customer interaction.  

Contact centres are the heartbeat of customer experience, yet many frontline colleagues are expected to manage demanding workloads, heightened customer emotions and constant performance expectations with little support in developing the skills that sit behind sustained success. 

Building Frontline EQ and Resilience focuses on helping people understand how they show up every day. Through greater self-awareness, emotional regulation and empathy, your team will learn how their behaviours influence customer experiences, team relationships and personal performance. They’ll explore practical techniques to better manage pressure, regulate emotional responses and maintain perspective during challenging situations. 

The course also helps them recognise the link between emotional intelligence and resilience. By developing a stronger understanding of their own triggers, habits and reactions, they’ll be better equipped to remain calm, adaptable and solution focused when facing setbacks, change or emotionally charged conversations. 

Designed specifically for the contact centre environment, this highly practical course combines reflection, discussion and workplace scenarios to bring learning to life. Colleagues leave with a personal blueprint for success, enabling them to engage customers more effectively, contribute positively to team culture and maintain performance when demands are at their highest. Because learning alone does not change culture, application remains central throughout the course.

Course content

  • Exploring emotional intelligence Understand the core EQ behaviours that influence performance, relationships and customer outcomes. 
  • Developing self-awareness Identify personal strengths, emotional triggers and behavioural patterns impacting effectiveness. 
  • Strengthening self-regulation Practise techniques that improve emotional control, focus and decision making. 
  • Building everyday resilience Develop habits that support confidence, adaptability and sustained workplace performance. 
  • Understanding empathy Explore how empathy builds trust, understanding and stronger customer relationships. 
  • Managing pressure effectively Recognise stress responses and apply strategies to maintain resilience under pressure. 
  • Responding rather than reacting Learn techniques that encourage thoughtful responses during challenging situations. 
  • Building positive relationships Strengthen connections through emotional awareness, trust and authentic communication. 
  • Creating personal strategies Develop individual approaches for maintaining wellbeing, confidence and effectiveness. 
  • Personal blueprint for success Create practical actions that embed learning beyond the classroom. 

Learning outcomes

  • Develop greater self-awareness to recognise emotional responses and improve daily workplace interactions. 
  • Apply self-regulation techniques to remain calm, focused and productive under pressure. 
  • Demonstrate empathy effectively to strengthen relationships and create positive customer experiences. 
  • Recognise emotional triggers and respond constructively during challenging workplace situations. 
  • Build personal resilience strategies that support wellbeing, confidence and sustained performance. 
  • Adapt behaviours appropriately to changing circumstances, customer needs and workplace demands. 
  • Create a personal blueprint for success through practical emotional intelligence strategies. 

Enquire here

Who should attend?

Frontline contact centre colleagues handling emotionally charged customer conversations.

What will you learn?

Stay resilient, manage emotions, communicate effectively and build customer trust.

How much is it?

£375 Members receive a 20% discount.

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings
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Who is it for?

Frontline contact centre colleagues handling emotionally charged customer conversations.

Why should you go?

Stay resilient, manage emotions, communicate effectively and build customer trust.

How much is it?

£375 Members receive a 20% discount.

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No Academy Leader assigned to this course.

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.