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Peggy Carlaw

Peggy Carlaw
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services and training programs help organizations create a customer-focused culture while producing measurable business results. Peggy is also the author of three books published by McGraw-Hill including Managing and Motivating Contact Center Employees.

Customer Loyalty: Starring the Sales Team

When think­ing about who in the orga­ni­za­tion has the biggest role in cre­at­ing loyal cus­tomers, we typ­i­cally think of the after-sale ser­vice and sup­port...

Does First Call Resolution Lead to Customer Loyalty?

It's long been thought that first call res­o­lu­tion is one of the main dri­vers of cus­tomer sat­is­fac­tion. SQM's pio­neer­ing research found that for every...

Successful CRM Implementation Requires Software Plus Skills

Many orga­ni­za­tions imple­ment a new CRM (Cus­tomer Rela­tion­ship Man­age­ment) sys­tem hop­ing to make dra­matic improve­ments in sales as well as to improve the cus­tomer...

Using Call Center Sales Training to Help Your Team Upsell (Without Losing Your Team in the Process)

Call cen­ters can be profit mak­ers or losers, depend­ing on how they're run and the type of com­pany they're used for. Com­monly, call cen­ters...

Soft Skills Training: 3 Keys to Success

Soft skills include char­ac­ter traits like com­mon sense, empa­thy, and a pos­i­tive atti­tude, and inter­per­sonal skills like the abil­ity to com­mu­ni­cate well with peo­ple....

Be an Attitude Adjuster

We post a lot about coach­ing here at the Impact Blog! One key rea­son why it's impor­tant to be a great coach is that...

The Strategic Role of the Call Center in a Recovering Economy

As the econ­omy begins to recover and orga­ni­za­tions begin rein­vest­ing in key per­son­nel and equip­ment, many areas of the orga­ni­za­tion con­tinue to have to...

Coaching Employees is Job #1

Whether you're a team leader, a super­vi­sor, or con­tact cen­ter man­ager, coaching—giving feed­back to your employees—is one of the most impor­tant thing you do...

Call Calibration for Consistent Scoring and Coaching

This is the third post in a series on iden­ti­fy­ing per­for­mance gaps in call cen­ter agents. The first post focused on how to cre­ate...

Assessing Employee Performance Gaps With a Call Quality Guide

This is Part 2 in a 3-part blog series about how to assess call cen­ter employee per­for­mance gaps. The first post dealt with how...

Employee Performance Gaps: How to Identify Gaps in Call Center Agent Performance

There are three steps to iden­ti­fy­ing per­for­mance gaps in call cen­ter agents: Cre­ate a bullet-proof mon­i­tor­ing form Develop a com­pan­ion Call Qual­ity Guide Hold fre­quent…

Uncovering Additional Opportunities to Serve Customers

Once a customer's rea­sons for call­ing have been sat­is­fied, cus­tomer ser­vice rep­re­sen­ta­tives usu­ally ask, "Is there any­thing else I can help you with?" If...

Customer Service Manager Tip of the Day: Create Effective Incentives for Your Team

As a cus­tomer ser­vice man­ager, you undoubt­edly deal with employ­ees who lack moti­va­tion, or who just need that extra kick to get them in...

Customer Service: The Key to Brand Differentiation

"It's becom­ing more dif­fi­cult to stay ahead of your com­peti­tors with just a product-oriented dif­fer­en­ti­a­tion." — Ed O'Boyle, global prac­tice leader...

How Customer Service Builds Brand Loyalty

Karen Free­man, Patrick Spen­ner, and Anna Bird bring up Three Myths About What Cus­tomers Want in the HBR Blog Net­work. These myths are...

Customer Service Training: The Seven Fundamentals of Follow-Up

At Impact, we're strong believ­ers in cus­tomer ser­vice train­ing meth­ods that incor­po­rate on-the-job follow-up into the process so that you and your super­vi­sors can...

Call Center Best Practices

Call cen­ters that han­dle ser­vice and sup­port calls are, unfor­tu­nately, often viewed as cost cen­ters. Although these cen­ters usu­ally don't bring in rev­enue directly,...

Call Center Coaching: 5 More Tips to Ensure Your Success

Our pre­vi­ous post on call cen­ter coach­ing titled, "Call Cen­ter Coach­ing: 5 Tips to Ensure Your Suc­cess," gave tips to help you improve your...

Call Center Coaching: 5 Tips to Ensure Your Success

Man­ag­ing staff—in any form–is hard work and requires a well-stocked reper­toire of peo­ple skills, busi­ness acu­men, and the abil­ity to jug­gle mul­ti­ple projects and...

When to Use Customer Service Games in Training

Customer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I've seen too many games...

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