“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right? On the contrary, it seems it’s the focus of everyone’s attention – from the boardroom to contact center service managers and right up to service and support representatives. Improving service for customers is on everyone’s mind – […]
Over the past 15 years, Impact Learning Systems has worked with many organizations to help establish a culture of world-class service. The principles outlined here are key to that endeavor, regardless of industry. Of course, it's difficult to pare down to only five principles — certainly there are more that could be considered. But this […]
Nancy Lublin wrote a thoughtful column in the April issue of Fast Company, called Let's Hear It for the Little Guys. In it, she posits that we've overdone the whole leadership thing and "we're not spending nearly enough time crediting the folks who turn all that visionary stuff into tangible reality …" No foolin! Try […]
With only so many training dollars to go around, those who need to improve the knowledge and skills of their customer service and sales employees must make some choices: send the employees out to a public seminar, train them together in class, or have them learn on their own in an e-learning environment. What's the […]
One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean. Five Key Metrics to Assess Contact Center Agents Following is an […]
We have customer service quotations for every occassion. Explore them and enjoy! What makes a customer service quote inspiring? Let's consider who needs to be inspired and why. If you accept the premise that excellent customer service is at the heart of customer retention, it follows that the people providing service are the ones we'd like […]
At Impact Learning Systems we're frequently asked which skills are most valuable for customer service — and most essential to include in a customer service training session. The honest answer is this: Skills are of secondary importance. I know that sounds somewhat counter-intuitive, but here's why it's true … The most important aspect of providing […]
We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.