Impact Learning Systems

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      • How Contact Center Outsourcers Compete, Measure Success, and Work With Clients [INFOGRAPHIC] By Liz Osborn, vice president of product and solution marketing, Five9 Contact Center Outsourcers -- aka business process outsourcers or BPOs-- face the challenge of a dynamic business model, one that contracts and expands daily. Requiring an ...
      • Customer Service Training: Why One Size Does Not Fit All! Staff training has taken on many new faces. While the classroom approach is still the most popular, e-learning, video, Web seminars, and even games have become common training tools.  Why? Current research demonstrates that people learn better with inter...
      • Three training tips for a robust live chat experience Live chat is growing up. Customers have discovered its ease of use and quick response time, making this feature a critical component of customer service delivery.  An e-marketer survey found that nearly 63% of customers were more likely to return to a webs...
      • Rethinking Call Center Reporting Call center reporting boils down to two key types of metrics: efficiency-based metrics and customer satisfaction-based metrics. It’s important to state this upfront to avoid confusing operations goals with customer retention goals. Typically, ...
      • KPIs for Effective Customer Service You’re sailing along, keeping up with priorities and deadlines. Emergencies are relatively few. Employees seem happy with minimal turnover. And customers aren’t complaining too much. So, why all this talk about KPIs?  KPIs, shorthand fo...
      • 3 Successful Onboarding Strategies for your Gen-Y workforce By Tamara Irminger Underwood Has your company gone out of its way to avoid hiring Gen-Y employees because you’ve found it difficult to recruit, hire and train this cohort? You’re not alone. Before you write off this generation as entitled, unmotiv...
      • Should Gamification Be in A Part of Your Contact Center?Gamification is increasingly popular today in the workplace. It’s an especially handy tool for training purposes. If you run a contact center – where training is essential – is gamification a good choice? To answer these questions, we invite you to join a P...
      • Why Call Center Management Training MattersMany of us have suffered through bad managers. Whether it was in our first job at a burger shack or in our professional careers, being directed by a manager who lacks the personnel or motivational skills can have lasting, deleterious effects.  There is a reaso...
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