Práticas de inteligência emocional para líderes de equipes de call center

Abstract

The objective of this study is to present the main tools of emotional intelligence in such a way as to contribute to the best management of call-center teams, as well as to present the principal current theories on emotional intelligence, show the difficulties in call-center team management, as well as the importance of emotional management for the leader. In order to do this, the bibliographic research method was used, involving various books and articles related to the subject of this study, having as main author Daniel Goleman. From this study, it was possible to use emotional intelligence tools such as self awareness, self control, empathy and social skills, which can be a great tool for call center leaders, if they are trained correctly, first knowing the same thing, to know or another, in order to develop a good interpersonal relationship, and thus improve the work environment, the organizational climate, achieving the goals that the company expects.