Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

      • What’s Your Plan for Winning?In my many conversations with fellow sales leaders all over the world, I like to ask them a simple question: What is your plan for winning? As expected, the responses are as varied as the people who give them. It’s very interesting how their answers give me...
      • Five Training Tips to Make your Call Center OutstandingManagers overseeing a call service center know that their employees require ongoing training if they’re to truly excel at delivering excellent customer service. These managers are able to make the business case that their budgets need to have an annual line-it...
      • Infographic: Phone Etiquette | A Service Improving Customer Satisfaction In an era of limitless access to content and information, the customer is more in charge than ever before. In today's economic climate, a quality product is simply not enough. You need quality customer service as well, and proper phone etiquette is a direc...
      • Does your company's culture really support great Customer Service? If your business is located in the United States, your customers phone into your call center. If your business is located in Canada, your customers phone into your call center. Is there really a difference between the two besides the spelling of “center”? ...
      • Top 5 Trends Affecting Tech Support It seems that nearly every day there’s a new app for this, or a new cloud-based solution for that. With information technology (IT) changing so swiftly, even the most savvy tech support rep would be challenged. Yet that same representative is tasked with d...
      • Why You Can’t Ignore the Customer ExperienceYou work to make your company profitable—creating a strategic blend of market research, managing inventory and cash flow, improving productivity, strategic pricing, trimming costs and enlarging your customer base. However a key component of profitability, ofte...
      • 3 Keys to Delivering an Excellent Customer Experience via Live ChatLive chat as a medium for customer communications may still be in its infancy, but statistics show that this emerging channel has enormous potential to help your organization deliver a high level of customer satisfaction. According to a benchmarking study b...
      • Is a Virtual Call Center Right for Your Business?Who doesn’t have a story about calling U.S. tech support and speaking to a heavily accented foreigner with an Anglicized name like Kate, Pete or Sam? That’s the reality of companies using virtual call centers, where the organization’s representatives are sprea...
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