Impact Learning Systems


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 […]

Improving Call Center Operations Part 2: Coaching

In a pre­vi­ous post we dis­cussed improv­ing call cen­ter oper­a­tions by opti­miz­ing the work envi­ron­ment. Another way to have a sub­stan­tial, pos­i­tive impact on call cen­ter oper­a­tions is through coach­ing to help develop the employ­ees rep­re­sent­ing your com­pany. Coach­ing is impor­tant in many busi­nesses: it's an employee's rela­tion­ship with her/his imme­di­ate super­vi­sor that plays the […]

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 […]

What Are Your Contact Center Metrics Really Telling You?

One of the great things about the con­tact cen­ter as a work­place is the ready avail­abil­ity and near-instant access to met­rics — mea­sures of qual­ity and pro­duc­tiv­ity. Unfor­tu­nately, how­ever, this easy access often results in a short-sighted assess­ment of what the num­bers really mean. Five Key Met­rics to Assess Con­tact Cen­ter Agents Fol­low­ing is an […]

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. […]

Alltop, all the top stories

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