Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

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 […]


Preparing for the Outbound Call

Preparing for the Outbound Call

"Hello?" We get a call from an unrec­og­nized num­ber, and our response is often a "hello" that's not spo­ken as a greet­ing but rather posed as a ques­tion, as in "Hello — who's this?" or "Hello — what do you want?"  We don't know what the caller wants or what we'll say next; there's no way […]


Moonlighting My Way to Customer Service Skills

Despite hold­ing what must be one of the best man­age­ment posi­tions in the entire train­ing and devel­op­ment indus­try, once a week I ven­ture out of my office, put on a uni­form and wait tables in a small, friendly restau­rant in my neigh­bor­hood. Why? Well, it's not the money. As a vol­un­teer, I actu­ally don't even […]


The Real Value of Customer Service Classes

The Real Value of Customer Service Classes

"Do I really have to attend class? I already know how to help our cus­tomers." That's a ques­tion many peo­ple ask when they hear they have to attend a cus­tomer ser­vice class. Of course, many peo­ple may feel that they know how to help cus­tomers, but are they truly pro­vid­ing excel­lent cus­tomer ser­vice or are […]


What Customer Service Skills are Most Valuable?

What Customer Service Skills are Most Valuable?

When it comes to impor­tant cus­tomer ser­vice skills, com­mu­ni­ca­tion leads the pack. Strong com­mu­ni­ca­tors have the best chance of get­ting peo­ple to open up, under­stand­ing their needs and help­ing resolve their issues. Most of us know some­one who stands out as hav­ing excel­lent com­mu­ni­ca­tion skills. These peo­ple seem to shine when it comes to talking […]


Five Tips to Improve Service for Your Customers

How do you improve ser­vice for cus­tomers?” Now there’s a topic that no one ever talks about, right? On the con­trary, it seems it’s the focus of everyone’s atten­tion – from the board­room to con­tact cen­ter ser­vice man­agers and right up to ser­vice and sup­port rep­re­sen­ta­tives. Improv­ing ser­vice for cus­tomers is on everyone’s mind – […]


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 […]




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