Advanced Empathy Workshop
Elevating empathy from a soft skill to a practical business advantage.
Overview
Customers today expect more than efficiency — they want human connection. This interactive workshop helps participants deepen their empathy skills and apply them directly to customer conversations, creating trust and loyalty while protecting staff wellbeing.
Yvette Renda, VP, People Development
Yvette leads the People Development function at BPA Quality, driving talent growth, learning programs, and organizational effectiveness. With over two decades at BPA, Yvette ensures that the human side of quality, coaching, agent engagement, performance feedback, is deeply aligned with data and analytics. Her work supports how clients operationalize insights from tools like the Quality Impact Index by empowering teams to act on those insights and continuously improve the customer experience.
9:00 am est/13:00 GMT
3 hours
Agents
Please note: March has daylight saving time change. Forward one hour for US on March 8/UK on March 29. This means there is a 4 hour time difference in US/UK dates listed for March.
The BPA Approach
- Practical Challenges: Overcoming over-identification, missed cues, and empathy fatigue.
- Behavioral Science: Understanding emotional triggers, listening behaviors, and building trust.
- Psychometrics: Measuring and developing empathy as a driver of customer loyalty and satisfaction.
Who Should Attend
Frontline staff, coaches, and trainers who want to elevate empathy into a practical, measurable skill.
Benefits To Your Business
- Improved customer trust and stronger relationships.
- Reduced stress and complaints through better connection.
- Differentiation in competitive markets by delivering genuine care.
- Enhanced employee resilience and confidence in handling sensitive conversations.
Learning Outcomes
By the end of the workshop, participants will be able to:
- Define and apply empathy consistently in customer interactions.
- Manage emotional triggers to stay composed and professional.
- Apply advanced listening and questioning to uncover true customer needs.
- Respond with empathy using language, tone, and behavior that de-escalate stress.
- Create stronger customer connections while safeguarding personal wellbeing.
An energizer workshop that transforms empathy into a core performance skill.
