Impact Learning Systems


Customer Service Fit for a Queen

Customer Service Fit for a Queen

E-gads, yikes, OMG, gasp…my Fit­Bit is bro­ken! In the last year, I've grown to love my Fit­Bit. For those of you who aren't aware of what a Fit­Bit is, it's like a pedome­ter on steroids. It tracks my steps, tracks my sleep length and qual­ity, synchs with my PC, ana­lyzes my food calo­ries and nutrients, […]

Who Holds the Key to Performance Change in Your Organization?

I'm a lit­tle behind in my indus­try peri­od­i­cals read­ing. (I don't sup­pose you can iden­tify with that.) Any­way, I came across an inter­est­ing arti­cle in the May 2010 issue of ASTD Train­ing & Devel­op­ment mag­a­zine by Bar­bara Carnes called "Man­ager: The For­got­ten Train­ing Part­ner." I had to laugh when she described a "typ­i­cal sce­nario" about a manager […]

Improving Call Center Operations Part 1: The Environment

With so much empha­sis placed on call met­rics ("the num­bers") these days, it's impor­tant to assess and opti­mize the envi­ron­ment in which rep­re­sen­ta­tives are sup­posed to achieve those num­bers.  Improv­ing the work envi­ron­ment can have a sub­stan­tial impact on call cen­ter oper­a­tions and the behav­ior that impacts met­rics. To under­stand the envi­ron­ment you're try­ing to […]

Seminars, Training in Class, and E-learning: A Valuable Comparison

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 […]

Interruption Management for Customer Service Teams

For as long as I've done cus­tomer ser­vice train­ing, clients have asked for guid­ance on how front­line employ­ees can best man­age their time and tasks. Never has this issue been more urgent (and con­fus­ing), how­ever, than in the last year or so. With nearly uni­ver­sal adop­tion of tech­nol­ogy such as Instant Mes­sag­ing (IM), opt-in alerts, […]

Doing More With Less

Here’s the good news: The fact that you are read­ing this likely means that you’re still employed.  While oth­ers in this cur­rent econ­omy may find them­selves unem­ployed, your company’s man­age­ment con­tin­ues to believe in you and your abil­ity to help it achieve its goals. Now, what might seem like the bad news: You are expected to […]

Customer Satisfaction Scores Up 20%

We got great news today. Ascom TEMS (for­merly Eric­s­son) had CSAT scores  of 3.5 on a 5 point scale in their tech­ni­cal sup­port group. They wanted their reps to bet­ter under­stand caller needs, prop­erly clas­sify issues, improve their ver­bal and writ­ten com­mu­ni­ca­tion skills, and pro­fes­sion­ally han­dle upset callers. After par­tic­i­pat­ing in our cus­tomer ser­vice train­ing for tech­ni­cal support […]

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