Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

      • 3 KPIs to monitor in 2015 So much information and so little time! This is not an unfamiliar lament amongst small-to-midsize contact centers. With so much data readily available to contact centers, it’s sometimes hard to know which metrics really matter. For companies that don’t h...
      • Lay the Groundwork for Successful Alignment between Sales and Marketing in Three Easy StepsWe write a lot about omni-channel service and how important it is regarding positive customer experiences.  In addition to creating a seamless experience for customers, it also impacts the company’s bottom line in that the downstream ramifications are much les...
      • Get a jump start on your omni-service channels in 2015 It’s usually mid-March before I finally realize it’s a new year. While I often experience a three-month lag time between a date change, companies don’t have this kind of luxury. As customer expectations and technology continue to move at warp speed, compan...
      • The Customer Service Journey: Does It Lead Customers Back to You?This is part 2 of our discussion on Customer Journey Mapping that we’re featuring this month. The ultimate goal of customer service is to deliver a positive experience every time consumers reach out to your product, brand or service. Whether it’s a phone in...
      • Software Advice on Field Service TechnologyToday’s blog is a special edition: We’re featuring a Q&A with Software Advice, an online company that pairs companies with the appropriate software for their business needs. Among their specialties, Software Advice works with field service software, and si...
      • Mobile Apps Help Deliver Customer Service 24/7 Limited customer service hours are so…yesterday. Thanks to mobile devices—smart phones and tablets—consumers are used to doing business wherever and whenever they want. They expect issues to be addressed immediately, across multiple channels, with...
      • Mapping the Customer Service Journey in Four Easy StepsRinging in a New Year is a great time for businesses to take some time to reflect on the successes and challenges of the prior year and to think strategically about the goals and outcomes they hope to achieve in the New Year. In Stephen R. Covey’s book “7 Habi...
      • 2015: Year of the ConsumerCustomer Service Training and Technology Strategies for the New Year Today’s consumers are truly in the driver’s seat. They expect information and answers 24/7/365. They’re using mobile devices and social media in greater numbers than ever before. They’re n...
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