New York City, New York (PressExposure) November 26, 2009 -- 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 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.