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...