Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

News from the Heart

News from the Heart

Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Novem­ber, 2010 New on YouTube 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 5/5 — Rec­og­nize and Reward 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 1/5 — Lead and Inspire 3 Tips for Cross-Selling and Upselling Suc­cess By Peggy Car­law In order to […]


Customer Service by the Numbers: Average Call Duration

When busi­nesses want to improve cus­tomer sat­is­fac­tion, they often think of improv­ing the com­mu­ni­ca­tion skills of their front-line rep­re­sen­ta­tives. Improv­ing com­mu­ni­ca­tion skills is crit­i­cal, but it's equally impor­tant to take a look at the num­bers, or call cen­ter met­rics, behind your oper­a­tions to see how they affect both cus­tomer sat­is­fac­tion and prof­its. For exam­ple, customers […]




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We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.