Impact Learning Systems

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      • Balancing Authenticity with Marketing Goals to Drive Customer ServiceChris Frascella is the Content Director at Velaro Inc., where he is responsible for promoting the improved performance & advancements of live chat software. Before joining the Velaro team, Chris was integral in the continued advancement & marketing of ...
      • Impact Learning doesn’t just offer advice, we follow it too!We often share articles and blog posts about the changing nature of customer service delivery and the role that technology plays in shaping customer expectations.  Today we are going to going to turn the spotlight on ourselves and show how we follow our own ad...
      • Do You Know What Your Customers Really Experience During Holiday Shopping?During the rush of the holiday season, you may find yourself scrambling to train additional employees, handling an increased order load, and managing complicated shipping logistics. However, in the hustle to fulfill orders, it can be easy to lose sight of what...
      • Our Predicted Customer Service Trends for 2015—Customer ExpectationsThis month we are featuring what we see as the upcoming customer service trends for 2015. Last week we talked about mobile and the continued trend toward enhancing and improving the mobile experiences for customers.  This week we’ll be focusing on customer exp...
      • Coping with High Call Center Volumes during the HolidaysMany call centers are struggling under the spiking call volume this time of year. Dropped calls, long waits, or unsatisfactory call resolution can send consumers to another business for their purchase. On the other hand, a good call center experience can creat...
      • Four Ways to Fast-Track Training for Your Holiday Temp Employees Many businesses gear up for the busy holiday season by adding temporary employees workers to their operations.  These short-term employees can be both a blessing and a curse, so to avoid some of the common headaches associated with temp workers, we’ll provide ...
      • Our Predicted Customer Service Trends for 2015Go mobile or go home. As we do our best to look into the future to see where customer service trends are headed the one area that is spotlighted for 2015 is mobile. We already saw movement toward mobile last year and we expect that this will only strengthen in...
      • Happy Thanksgiving! Showing Gratitude to All Those Who Make Your Business Possible With the busiest time of year fast approaching, it is easy to overlook the holidays that bookend the season. In the mayhem of adding more staff, squeezing in additional training, and going over new protocols, it is sometimes easy to forget what the season is a...
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