NEW YORK, NY, November 28, 2009
/24-7PressRelease/ -- ITESA and EQ Leader (ITESA-EQL) announced the first partnership focused on developing emotional intelligence for the call center industry. While IQ is essential, Emotional Intelligence (EQ) might just be the key to unlocking further potential for quality performance, lower attrition and operational performance. The partnership brings together the first scientifically validated measure for star performers, with proprietary coaching techniques to manage and grow emotionally intelligent leadership teams and customer service representatives.
The ITESA EQ Leader team have together over fifty (50) years of expertise in call center knowledge and skill with psychology. Pointing to several successful Emotional Intelligence implementations, showing dramatic results, they refer to American Express, Prudential Insurance and the US Air Force, where results have demonstrated that individuals with higher Emotional Quotient scores make better leaders, and communicators. Furthermore, higher EQ scores indicate that the individuals can better handle all kinds of stress more effectively and efficiently, thus making revenue graph go higher with every passing day.
Keith Fiveson, the CEO and President of ITESA says "The ITESA-EQ Leader team brings a validated social science and industrial psychology approach into the call center to impact profitability. We bring knowledge, guides and proven methodology to develop human potential" He also added that "this partnership acknowledges the research, which has found that operations that cultivate higher EQ have lower staff attrition and generate higher revenue"
Dana C. Ackley, Ph.D. - the EQ Leader President, is recognized across the globe for his expertise in developing excellent EQ skills. He said, "Focusing on EQ provides call centers with the chance to solve some of its most vexing and costly problems. It is a new ground for them which can provide the competitive edge that all call centers seek. The chance to partner with ITESA, a long time established name in the call center industry, provides us with instant expertise in the problems that call centers face."
About ITESA (www.itesa.com): ITESA, based in New York City, consults with call center and BPO clients to solve problems, capture profit, brand, expand and optimize call center operations globally. Their clients are in the private and public sector and today many of the Fortune 500 organizations are looking forward to capture costs and generate revenues. Keith Fiveson said "this partnership enables us to now bridge the global outsourcing gap, with actionable tools that underscore the need for communication and connection in the call center space.
About EQ-Leader (www.eqleader.net): Dana C. Ackley PhD, is the creator of EQ-Leader, an executive leadership coaching tool, published by MHS. It utilizes the Emotional Intelligence framework based on the EQ-i model. The company, based in Roanoke, Virginia, offers a program manual, an executive assessment process, detailed developmental planning process, exercises for each of the fifteen skills measured by the EQ-i*, and supplementary materials for coaching.
For additional information on Emotional Intelligence for Call Centers:
Contact Person: Keith Fiveson, President/CEO
Company Name: IT Enabled Services Alliance, Inc. (ITESA)
Voice Phone Number: 1-212-463-0043
FAX Number: 1-917-338-2729
Email Address: kfiveson@itesa.com
Contact Person: Dana C. Ackley, President
Company Name: EQ Leader, Inc.
Voice Phone Number: 1-540-815-1927
Email Address: dana.ackley@eqleader.net
* EQ-i is a copyright of MHS
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