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 […]


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 […]


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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