Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

      • Predictive Escalations: How to use data analytics to predict customer escalationsImagine this scenario: you are the manager of a contact center who is responsible for monitoring KPIs, training, upholding your organization’s policies and standards and staffing. Your budget is squeezed forcing you to think of creative ways to stretch your do...
      • 4 Ways Contact Center Agents can Build Customer LoyaltyHere’s what we know about customers and your business’s bottom line: retaining existing customers is less expensive than wooing new ones.  How do businesses keep their customers loyal to their brand or product? By providing quality customer experiences that in...
      • A Customer Service Remodel Project: InfographicWhat Can the Support Staff Excellence Program Do for Your Company? The Technology Services World (TSW) event is just around the corner! Hosted by TSIA, this year’s spring event will be held from May 4th – 6th in Santa Clara, CA. One of our clients, Corptax...
      • When It Comes to Customer Service Training, Size Matters Five Ways to Serve up New Information in Chewable Chunks! Do we learn better when we receive small chunks of information over time? Or when we’re introduced to a large amount of information all at once? That’s an important question to consider before embarkin...
      • What does Excellent Customer Service Really Mean?Customer service is a critical part of every business. Companies that are not willing or able to properly serve their customers will often lose the business of the said customer. Although, there are several key characteristics or variables that set excellent c...
      • Making Friends with Difficult Customers Most customer service inquiries are pretty straight-forward. But every so often the customer becomes irate, rude or worse. These confrontations can rattle even the most experienced agent and cause a meltdown in the client-company relationship. It help...
      • 4 Training Tips for Customer Facing Agents When customers call in to your call center more than likely they are doing so because either they need a question answered that they can’t sort out on their own, they require technical assistance or they’ve been prompted to do so to complete a transaction....
      • Customer Loyalty Month: Share Your Story (You Could Win $300!)April is Customer Loyalty Month. It’s our chance, in the customer experience world, to step back, examine our programs, and take a look at how we treat and work to retain our customers. It’s a time to look at loyalty programs, and to recognize and reward our f...
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