Ensuring a First-Class Customer Experience with Better Emotional Intelligence

Date: Feb 14, 2018

Time: 2:00 PM ET

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Contact center managers have a bevy of metrics to choose from as KPIs, but these measurements don’t necessarily capture the emotional intelligence required for CSRs to take customer interactions from adequate to satisfying.

Kiel Thoms, Quality Coach at New Jersey Natural Gas, bases his approach to quality assurance on the emotional intelligence/emotional quotient concept. When coaching NJNG’s CSRs, he conveys the importance of their own perceptions of each caller from the outset of the incoming call, as well as each caller’s perception of the utility. By emphasizing connective empathy and emotional intelligence, Thoms guides CSRs and their supervisors alike in generating calls that result in increased customer satisfaction.

Join Chartwell’s webinar to hear how Thoms conveys the importance of emotional intelligence to NJNG’s CSRs. 


Kiel Thoms – Quality Coach, New Jersey Natural Gas

Kiel Thomas

Kiel has been in the call center industry for over 16 years gaining management experience with Nextel/Sprint, Suburban Propane, Comcast and Xerox. He has honed the concept of quality through various positions during his career such as; team lead, supervisor, manager and quality coach, simultaneously being a student of the art of quality. 

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