Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

      • 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...
      • The Difference Between CRM and Contact Center Software – INFOGRAPHICBy Liz Osborn, vice president of product and solution marketing, Five9 There is often confusion about the difference between CRM and Contact Center Software: A survey conducted by Harris Interactive even found that 87% of adults don’t know the differenc...
      • Training is more than a one-hit wonder Humans are a hard-headed bunch. We learn through repetition. We learn through repetition. We learn through repetition. It’s no wonder, then, why upper management balks at having to spend resources on training, because most training programs are a one-hit w...
      • Top 3 Reasons to Hire an Outside Customer Service Training Company Customer service training is an ongoing process. Unfortunately, turnover is high in the customer service world (especially at call centers), but a part of the reason that turnover is high is due to lack of proper training. High-quality customer service tra...
      • Training your Agents to Deliver a Customer Experience, not just Customer Service There is a lot of talk about the customer experience and how important it is for companies to deliver an experience, not just service. We still hear the question being asked about the difference between the two and how it impacts training. Let’s take a dee...
      • For Business Success Focus on Customer SuccessAnd Five Tips to Make it Happen! You’re in charge of the Customer Service Team. There’s hiring and firing to be done, HR policies to manage, technology and software to evaluate, branding to support, fires to put out, training to implement, and metrics reach. ...
      • The Most Effective Strategies to Trigger Customer EngagementAuthor Bio: David Cacik David is the Head of marketing @ LiveAgent - Helpdesk and Live chat software. He contributes to the LiveAgent Blog and occasionally does interviews and public speaking on customer service topics. Follow David on Twitter. Esta...
      • Using Free Data to be Scientific About Performance Improvement About the author: Chris Frascella is Content Director at Velaro, where he promotes performance improvement in the live chat space. Previously, he helped advance outcomes-oriented case management at Social Solutions Global and education funding a...
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