Joanna Jones
Joanna Jones
Joanna Jones is a professional copywriter and marketing strategist who has partnered with Impact Learning Systems for two years. As a marketing professional, Joanna works closely with customer service teams and helps companies improve their B2B and B2C communications and strategy.
Soft Skills Training Tip for the Day: How to Become a Stellar Communicator
Soft skills: The interpersonal skills that go beyond technical acumen, product knowledge, and sales savvy, are often viewed as difficult to train; employees either...
Top 3 IT Customer Service Training Trends You Need to Know
In the IT sphere, trends evolve faster than most people can keep up with. It seems like just when you purchase a new technology,...
Why Onboarding is one of the Most Essential Parts of Employee Training
When you think of "employee job training," what comes to mind? Teaching your employees how to use a new technology? A class to help...
Customer Service Tip of the Day: How to Implement Human-Centric Customer Service
Do you know what one of the most challenging issues facing call centers and large customer support service providers is? It's not the common...
Lessons on Internal Team Building from Eddie Lampert and Sears
In a world where new business models are being re-imagined and industries are applying their approaches to different corporate structures, it's worth examining the...
Tried and True Coaching Tips for Difficult Employees
If you are in management at a call center or for a customer support/service organization, you will undoubtedly face the task of coaching and...
Are You Up-to-Speed on the Latest Call Center Tech Trends?
The technology employed in call centers is a bit like a sand dune – it is constantly shifting to adapt to customer preferences and...
How to Build a Website that’s Customer-Service Friendly
Striking the right balance in the customer service world can be challenging; you want to provide world-class customer service through your call center and...
What Crutchfield Can Teach Us about Technical Support Skills
If you have purchased a car or home stereo or are a fan of electronics, you have probably heard of Crutchfield. It is an...