Impact Learning Systems


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 […]

What Customer Service Skills Are Most Valuable?

What Customer Service Skills Are Most Valuable?

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 […]

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 […]

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 […]

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 […]

HEART for the Holidays

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 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 […]

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