Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

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 […]


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 […]


Tweet, Tweet…A Little Birdie Told Me You'd Better Pay Attention to Customer Service!

Tweet, Tweet…A Little Birdie Told Me You'd Better Pay Attention to Customer Service!

Cus­tomer Ser­vice and Social Media Social media is get­ting to be an ever more pop­u­lar tool for con­nect­ing with cus­tomers and pro­vid­ing cus­tomer ser­vice. On the plus side, it can be a pos­i­tive gen­er­a­tor of cus­tomer sat­is­fac­tion and sales. For exam­ple @DellOutlet has gen­er­ated over 1.5 mil­lion fol­low­ers and $6.5 M in sales on Twitter […]


Engaging Customers in a Networked World

There’s a view of sales and cus­tomer ser­vice evolv­ing in social net­works that goes beyond sell­ing or sup­port­ing the fea­tures and func­tions of prod­ucts or ser­vices; it’s about engag­ing cus­tomers and giv­ing them a voice. Back in the stone age, these com­mu­ni­ties were called users groups; now they’re called online com­mu­ni­ties. It turns out that […]


Why Buy If They're Not Selling?

Years ago, a men­tor told me that she never buys from some­one who doesn't ask for the sale.  It was an off-the-cuff remark, but it turned into a pow­er­ful les­son for me. At the time, I was just learn­ing how to make sales calls—and how to over­come the asso­ci­ated ner­vous­ness. This casual com­ment some­how bolstered […]


Expect The Best But Don't Forget Your Part

Expect The Best But Don't Forget Your Part

Expect the Best” is my favorite prin­ci­ple (today) from the HEART Model ™. I mean, what’s not to like about expect­ing the best of your­self, your co-workers, and, most def­i­nitely, your cus­tomers? If I expect the best of myself  I can't say, “I’m never going to under­stand track­back so I might as well just forget […]


Cutting-edge Sales Training

Cutting-edge Sales Training

Last week, a For­tune 500 com­pany asked us for our per­cep­tion of the lat­est, cutting-edge sell­ing tech­niques and how we incor­po­rate them into our sales train­ing. Cutting-edge? Is there really a way to over­come resis­tance that hasn't been writ­ten about sev­eral times over? Is there a new way to open a call that gets prospects […]




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