Impact Learning Systems

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      • 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...
      • Now Serving #1! Agent Training Can Be Key to Customer Loyalty How do you want your customers to feel when they’ve made a purchase with your company? The truth is, customers who understand the benefits of their purchase and are secure in the value they’ve received ar...
      • The Non-Annoying Way to Brag about Your Awesome Tech Support Customer ServiceWhen your tech support division receives high customer service marks, what is your first reaction? Do you find yourself tripping as your sprint up the stairs so you can shout it from the rooftops? Getting accolades from your customers is an exhilarating feelin...
      • A Day in the Life of a Customer-Facing Tech-Support AgentI’m a client-facing tech support agent for a software company. In a nutshell, my job consists of going to client’s offices, diagnosing problems, solving the problem, and moving on to the next client. However, my job entails so much more than that. It’s a dynam...
      • Using Fan Sourcing WiselyAs one of the leading sports equipment companies in the world, Under Armour takes in $2.3 billion a year in net revenue. As part of its sales strategy, it uses fan sourcing.   Fan sourcing refers to the use of passionate and knowledgeable brand advo...
      • 3 Management Secrets of the Best LeadersDo you ever wonder how some managers just seem to have “it”? Their employees are intensely loyal. Their team is always at the top. People will try to leave other departments just to come and work under them. What is “it” they have? Do they possess an overab...
      • The Don’t List of Customer Service: How to Avoid Comcast’s MistakesThe Comcast customer-service call that went viral last week is still lighting up the internet. The call, which a customer recorded, captures a frustrating (okay, let’s just say it – hellish) conversation that he had with a Comcast customer service rep. For tho...
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