Developing Emotional Intelligence and Empathy

You are here:
  1. Home
  2. Event
  3. Developing Emotional Intelligence and Empathy

Developing Emotional Intelligence and Empathy

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

Read full course description

Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

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.

Where and when?

Date: Tue 10 Mar 2026

Time: 09:00 - 12:00

Location: Online

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

Join Today

Not a member?

For details on membership packages and benefits click here.

Join today and get immediate access to member benefits.

Join CCMA »
Go to Top