Impact Learning Systems

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Five Tips to Improve Service for Your Customers

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 – […]


What Are Your Contact Center Metrics Really Telling You?

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 […]




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