Hear from Sheryl Moran, VP of Client Ser­vices at RL Solu­tions, about the results RL Solu­tions received from work­ing with Impact.

• "Very Sat­is­fied" cus­tomers rose from 80% to 88%.
• Ser­vice esca­la­tions decreased by 27%

Blair Freer, VP of Tech­ni­cal Sup­port at Tele­track­ing Tech­nolo­gies, dis­cusses the results of imple­ment­ing Impact's tech­ni­cal sup­port train­ing program.

• Improved "very sat­is­fied" cus­tomers from 25% to 75%.
• Total cus­tomer sat­is­fac­tion now at 96%.

Hear from Mark Mal­loy, Direc­tor of Ser­vices Mar­ket­ing at Motorola, about improv­ing field ser­vice operations.

• 10% Rise in Cus­tomer Sat­is­fac­tion Scores
• 56% Improve­ment in Call Res­o­lu­tion Rates

José Fon­seca, Exec­u­tive Vice Pres­i­dent for Cus­tomer Assis­tance at Alti­tude Soft­ware shares his expe­ri­ence imple­ment­ing diag­nos­tic trou­bleshoot­ing and com­mu­ni­ca­tion skills training.

• Reopened tick­ets decreased from 17.8% to 6%
• Cus­tomer sat­is­fac­tion increased 2.4%

Hear from Jeremy Stephens, Cus­tomer Sup­port Man­ager at CORPTAX, about his expe­ri­ence deliv­er­ing Impact's train­ing himself.

• Cus­tomer sat­is­fac­tion rose from below 80% to above 95%
• Ser­vice qual­ity increased from 88% to 95%
• First call res­o­lu­tion rates rose from 29% to 52%