Impact Learning Systems

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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 […]


The Business Case for First Call Resolution

The Business Case for First Call Resolution

Keep­ing cus­tomer ser­vice costs low while keep­ing cus­tomer sat­is­fac­tion high is espe­cially dif­fi­cult in a strug­gling econ­omy. Many com­pa­nies respond by cut­ting staff in order to meet short-term finan­cial tar­gets. When the econ­omy improves, they then ramp back up in an attempt to regain lost cus­tomers and boost the loy­alty of the cus­tomers who remain. […]


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 […]




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