How can companies create a supportive and inclusive environment that empowers customer service representatives to effectively apply their emotional intelligence skills in managing customer interactions in the competitive CX industry?

Companies can create a supportive and inclusive environment by providing ongoing training and development opportunities for customer service representatives to enhance their emotional intelligence skills. This can include workshops, coaching, and feedback sessions. Additionally, fostering a culture of empathy and understanding within the organization can help employees feel valued and empowered to effectively manage customer interactions. Providing resources and tools such as emotional intelligence assessments and communication guidelines can also support representatives in applying their skills in a competitive CX industry.