Emotional Intelligence for CX Teams
Building self-awareness, empathy, and resilience for lasting performance.
Overview
Emotional Intelligence is a stronger predictor of success than IQ. This energizing workshop develops EI to help participants manage emotions, strengthen relationships, and apply insights to customer and workplace interactions for greater resilience and results.
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/14:00 GMT
3 hours
Leadership Teams
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: Managing stress, conflict, and focus in high-pressure environments.
- Behavioral Science: Exploring how emotions drive behaviors and impact performance.
- Psychometrics: Using data to link self-awareness and behaviors to measurable outcomes.
Who Should Attend
Frontline staff, team leaders, and managers seeking to develop EI for stronger workplace relationships and customer engagement.
Benefits To Your Business
- More effective working relationships through self-awareness.
- Customer-focused conversations that build trust and loyalty.
- Improved focus on goals and reduced burnout.
- Greater adaptability, negotiation, and resilience.
Learning Outcomes
By the end of the workshop, participants will be able to:
- Recognize personal impact on others and manage emotions effectively.
- Develop empathy, resilience, and drive as core CX skills.
- Apply a growth mindset to personal and team performance.
- Use body language and communication styles to build rapport.
- Apply assertiveness techniques for win–win outcomes.
An energizer workshop that transforms emotional awareness into performance impact.
