Technology serves as a way to bridge the gap between the physical and digital worlds. It connects us and opens up channels of communication in our personal and professional lives. Being able to infuse these conversations — no matter where or when they occur — with emotional intelligence and empathy has become a top priority for leaders eager to help employees become more effective and genuine communicators.
However, the human emotion that goes into communication is often a hidden variable, changing at any moment. In customer-facing roles, for example, a representative might become sad after hearing why a customer is seeking an insurance claim, or become stressed when a caller raises their voice. The emotional volatility surrounding customer experiences requires additional layers of support to meet evolving demands and increasing expectations.