Managing Customer Emotions Level 2 (Contact Center) Update

January 29, 2019


For those who are joining the Level 2 Contact Center Managing Customer Emotions Course through ACXA in Athens in February I thought I might suggest a little reading and a couple of videos to view.


This course is about how to use habits  to create emotionally efficient behaviours, metrics and activities with in all parts of the contact centre. 


Firstly here is a video on motivation that will help delegates understand the e-score framework better 

 Second is a video about happiness and decision making


 These will both feature in our framework so please do watch them.


I am also going to recommend reading "the Power of Habit" by Charles Duhigg. Habits are vital to our training. The book is available to buy on Amazon and through other sources.


Here is a short video for those who what to get a feel for what the book is about


Here is the final video - I hope you enjoy


I will provide more preparation material in my next post. but I hope you will enjoy these choices


Morris Pentel



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