Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Call Center Coaching: Mean What You Say

Call Center Coaching: Mean What You Say

Say what you mean, Mean what you say” We’ve all heard that phrase before. Sounds sim­ple enough. But is it? When you think of the peo­ple who have influ­enced you in your life what do they all have in com­mon. Teach­ers, coaches, man­agers and friends. Most likely they were all great com­mu­ni­ca­tors who were able to […]


News from the Heart — 08 2010

News from the Heart — 08 2010

Get to the Heart of Cus­tomer Ser­vice // ILS Newslet­ter:  August, 2010 New on YouTube 5 Core Prin­ci­ples of Cus­tomer Care 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 1/5 — Lead and Inspire Devel­op­ing a Cus­tomer Expe­ri­ence Strat­egy in a Cloudy World By Mal­colm Car­law Fea­tured in TSIA’s quar­terly edi­tion of Inside Tech­nol­ogy Services. […]


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 […]


What Customer Service Skills are Most Valuable?

What Customer Service Skills are Most Valuable?

When it comes to impor­tant cus­tomer ser­vice skills, com­mu­ni­ca­tion leads the pack. Strong com­mu­ni­ca­tors have the best chance of get­ting peo­ple to open up, under­stand­ing their needs and help­ing resolve their issues. Most of us know some­one who stands out as hav­ing excel­lent com­mu­ni­ca­tion skills. These peo­ple seem to shine when it comes to talking […]


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 […]


Altitude Software Flies High With First Call Resolution

Altitude Software Flies High With First Call Resolution

Con­grat­u­la­tions to José Fon­seca, Exec­u­tive VP of Cus­tomer Assis­tance, for lead­ing the charge to improve first call res­o­lu­tion (FCR) at Alti­tude Soft­ware. Altitude's Tech­ni­cal Sup­port depart­ment con­sists of highly spe­cial­ized engi­neers with strong tech­ni­cal skills. Real­iz­ing the ben­e­fits to be gained by bet­ter man­ag­ing both the tech­ni­cal and com­mu­ni­ca­tion aspects of cus­tomer inter­ac­tions, Alti­tude embarked on […]


Never Rest on Your Laurels

Never Rest on Your Laurels

Some com­pa­nies just never stop try­ing to improve. Netezza's Tech­ni­cal Oper­a­tions Depart­ment had a cus­tomer sat­is­fac­tion score of 99%. The direc­tor, John For­rest, wasn't sat­is­fied and embraced Net Pro­moter® as a way to improve even fur­ther. Net Pro­moter is both a loy­alty met­ric and a dis­ci­pline for using cus­tomer feed­back to fuel prof­itable growth. It holds […]




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