Impact Learning Systems

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Motorola Improves Time to Resolution 57%. Hear How.

Join us online at 9:00 AM PDT on Thurs­day, Sep­tem­ber 2nd as Mark Mol­loy, direc­tor of ser­vices mar­ket­ing for Motorola's Home & Net­works Mobil­ity divi­sion describes Motorola's 5-step approach to improved cus­tomer expe­ri­ence. Results? 57% improve­ment in time to res­o­lu­tion and 10% improve­ment in cus­tomer sat­is­fac­tion. No need to pre-register. To join the web­cast: http://tsia.na3.acrobat.com/r18277124/ Conference […]


Customers Love TeleTracking!

Customers Love TeleTracking!

Con­grat­u­la­tions to Blair Freer, Vice Pres­i­dent of Tech­ni­cal Sup­port at Tele­Track­ing Tech­nolo­gies, for revers­ing the num­ber of cus­tomers sat­is­fied with the level of ser­vice from the tech­ni­cal sup­port depart­ment. Tele­Track­ing is the world leader in patient flow automa­tion with more than 800 of the best-known hos­pi­tals and health sys­tems in North Amer­ica and the UK as […]


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 […]


Hear and Understand

Hear and Understand

CSAT, VOC, CRM, now SCRM. Who's lis­ten­ing to the cus­tomer? These days, who isn't lis­ten­ing? At Impact, our guid­ing bea­con in dri­ving our cus­tomers' expe­ri­ence is the HEART Model™. Many of our cus­tomers have also adopted this model because it pro­vides them with five easy-to-remember prin­ci­ples that bal­ance the best inter­ests of the cus­tomer with […]


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 […]


Extreme Networks Wins Prestigious Support Staff Excellence Award

Extreme Networks Wins Prestigious Support Staff Excellence Award

A big con­grat­u­la­tions goes out to Extreme Net­works! They just won the Cer­ti­fied Sup­port Staff Excel­lence Cen­ter Award, at the Tech­nol­ogy Ser­vices World con­fer­ence in Sil­i­con Val­ley. Sup­port Staff excel­lence is based on a series of train­ing pro­grams for tech­ni­cal sup­port and field ser­vice staff as well as super­vi­sors and man­agers. The pro­gram fol­lows a […]


What I Learned About Field Service Today

I live in a beau­ti­ful south Florida beach town, but before you start send­ing me men­tal dag­gers, take note that it's mid May which means mid to upper 80's with daily trop­i­cal  thun­der­storms pump­ing up the humid­ity. Nat­u­rally, it's time for my HVAC unit to die. I've had field ser­vice tech­ni­cians out three times in the last month to […]




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