A 3-hour virtual session for frontline contact centre colleagues who want to connect more deeply, respond more humanly, and create meaningful customer experiences. 

In today’s digital-first world, customers crave real human connection. As automation handles routine tasks, it’s the emotionally intelligent, empathetic conversations that make the difference. 

This energising and reflective session helps frontline colleagues explore the power of emotional intelligence and empathy in customer interactions. Through practical tools, real-world examples and guided self-awareness, participants will learn how to tune into emotions—both their own and their customers’—to build trust, defuse tension and deliver service that feels truly human. 

By the end of this session, you’ll:

  • Understand the elements of emotional intelligence and how they apply to customer conversations
  • Define empathy and explore how it differs from sympathy, compassion and pity
  • Recognise the impact of empathy on customer satisfaction, loyalty and resolution outcomes
  • Practise using emotionally intelligent language and empathetic responses in realistic scenarios
  • Leave with personal techniques to continue growing empathy and emotional intelligence as everyday skills

Learning outcomes

By the end of this workshop you will be able to;

  • Adopt a Strategic Leadership Mindset: Embrace a philosophy that aligns your leadership style with your desired outcomes.
  • Master the Balance of Leadership and Management: Clearly distinguish between leading and managing and learn how to strike the perfect balance.
  • Shift from Functional to Enterprise Thinking: Move beyond individual contributions to consider the entire organisation’s success.
  • Unlock the Power of Conscious Leadership: Discover ten key principles that will enhance your leadership effectiveness.
  • Enhance Mindfulness and Collaboration: Identify opportunities to lead with greater mindfulness and foster a more collaborative environment.
  • Craft and Execute a Strategic Plan: Begin creating, sharing, and implementing a strategic plan tailored to your unique context.

Benefits to your business

Elevated Leadership for Organisational Growth: Foster expanded thinking that advances your leadership and drives your organisation’s development.

  • Holistic Performance Achievement: Adopt a comprehensive approach to hitting performance goals across your entire organisation.
  • Strategic Confidence for Better Results: Build confidence in crafting and communicating strategies that deliver superior outcomes.
  • Boosted Engagement and Alignment: Enhance team engagement and ensure alignment with organisational goals.

Course content

  • Be Do Have Mindset: Embrace a powerful philosophy for strategic leadership.
  • From Function to Enterprise: Navigate the journey to becoming a true enterprise-wide leader.
  • Principles of Conscious Leadership: Explore essential principles to lead with intention and awareness.
  • The Mindful Leader: Gain insights into the factors influencing your leadership style.
  • The Collaborative Leader: Understand how to connect and lead effectively with others.
  • The Strategic Leader: Lead with vision and purpose, driving your organisation forward.

About the trainer

Mel LomaxMel Lomax

With 28 years’ experience in the contact centre industry, Mel is passionate about creating learning that transforms performance. As Learning and Accreditation Manager at the CCMA, Mel leads national initiatives to raise industry standards, develop leadership capability, and support contact centres in delivering excellence at every level.

Previously a freelance consultant and former Head of Learning, Mel has worked with a wide range of brands to design impactful L&D strategies that drive commercial ROI, improve operations, and build confident, customer-focused teams. Known for a people-first approach, Mel brings energy, insight and a deep belief in the power of mindset, behaviours and skills to create lasting change.

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Developing Emotional Intelligence and Empathy

Developing Emotional Intelligence and Empathy

Date: Tue 10 Mar 2026
Where: Online
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Format

Taking place on Zoom.

Who is it for?

For frontline colleagues.

Why should you go?

This session helps you build emotional intelligence and empathy to create meaningful customer connections. You’ll gain practical tools to understand emotions, respond more confidently, and turn everyday interactions into truly human experiences.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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