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 […]
At Impact Learning Systems we're frequently asked which skills are most valuable for customer service — and most essential to include in a customer service training session. The honest answer is this: Skills are of secondary importance. I know that sounds somewhat counter-intuitive, but here's why it's true … The most important aspect of providing […]
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 […]
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 […]
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 […]
Never is it more important to have a set of guiding principles than during the year-end holiday season. For most of us, there's an added dose of stress this month (whether it's due to anxiety to please family and friends, pressure to complete business projects, added financial burdens, or anything else), making it all too […]
“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 […]
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