Customer Relationship Management

Great ideas fail without teamwork. iTesa acts as a catalyst, collaborators, to facilitate change and team experiences in your organization.  We partner with you to work through needed changes, opportunities and implementation of  innovative ideas.  Our consulting team brings the tools and strategic insights to empower and excite teams, inspiring them to greater heights.

To build your Customer Relationship Management (CRM) offer you need more than software.  You need a team that is charged up and motivated to accomplish all that is possible.  iTesa's consulting model includes workshops, courses and curriculum to keep your organization on track toward high performance and effectiveness.  Use our consulting services to develop your CRM strategy, course-ware, programs and curriculum for your classroom or eLearning programs. 

Areas of focus:

1. Strategic Visioning
   a. Share a common history
   b. Gain Market Context
   c. SPOT Assessment - Identify and Address   
   d. Vision. Bold Steps and Strategic Focus

2. Basic Agent Training
  a. Hard skills – the foundation  
  b. Soft skills – the essentials

3. Coaching and Supervisor Skills
   a. Leadership is all ears
   b. Art of the intervention
   c. Q & P the balancing act

4. Emotional Intelligence Skills Assessment Workshop
   a. Identify core intelligence strengths
   b. Work through team issues

5. Understanding Social Media the New Frontier
   a. How do you use it?
   b. What are the tools?
   c. How do you manage it?

1. Organizational Leadership
2. Human Resource Management
3. Call Quality Monitoring and Coaching
4. Caller Satisfaction Measurement
5. Workforce Management
6. Call Center IT Management 
7. Knowledge Management

Emotional Intelligence Workshop

Developed in partnership with Pfeiffer, a Wiley & Son's Division, EISA offers the measures to increase intra- and interpersonal awareness throughout an organization. Built on a proven, scientifically verified framework, the instrument is easy to administer and score, and requires no professional certification.

The workbook features exercises and strategies for cultivating Emotional Intelligence and applying it in day-to-day workplace situations. This resource will help participants:

• Discover the major components of emotional intelligence
• Recognize the behaviors and characteristics of emotionally intelligent people
• Identify areas where they can apply emotional intelligence
• Evaluate their own emotional strengths and opportunities for growth
• Generate action steps for improving emotional and social abilities

Even after the workshop ends, this workbook serves as a personalized tool for ongoing EI development.

The EISA instrument quickly and accurately measures emotional intelligence of both individuals and organizations. This 50-item assessment gauges strengths and areas for development, compares the results to normative data, and indicates areas in the Workbook for relevant activities.

EISA measures emotional intelligence based on five core factors, which can be developed to maximize emotional and social functioning:

• Perceiving
• Managing
• Decision making
• Achieving
• Influencing

For further information, or to schedule an EISA workshop for your organization, contact Keith Fiveson, CEO, ITESA - 1-212-463-0043