Peggy Carlaw

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 teams. But the sales team has a crit­i­cal role to play as well. In fact, recent research shows that of four...

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 1% improve­ment in first call res­o­lu­tion (FCR), there's a cor­re­spond­ing 1% increase in cus­tomer sat­is­fac­tion. Stud­ies done by Cus­tomer Rela­tion­ship...

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 expe­ri­ence. While a new sys­tem can cer­tainly help, many com­pa­nies find that a CRM sys­tem alone isn't suf­fi­cient to meet...

Using Call Center Sales Training to Help Your Team Upsell (Without Losing Your Team...

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 are focused on cus­tomer ser­vice and used to help cus­tomers solve prob­lems or find solu­tions – which may be great...

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. They have more to do with who we are than what we know. The soft skills required for a cus­tomer...

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 your actions and approach to coach­ing can seri­ously affect your employ­ees' atti­tudes and the over­all level of morale in the...

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 do more with less, includ­ing the call cen­ter. Rather than think­ing of the call cen­ter as a cost cen­ter, how­ever,...

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 leader. As a leader, your job is to set goals, and guide your team toward those goals as you inspire...

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 a bullet-proof mon­i­tor­ing form, the sec­ond on how to develop a com­pan­ion Call Qual­ity Guide. Once these two tools are...

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 to cre­ate a form to mon­i­tor per­for­mance Stan­dards and Objectives. Your mon­i­tor­ing form is the cor­ner­stone of a pro­gram to iden­tify...

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 cal­i­bra­tion sessions. This blog post will address the first issue: How to cre­ate a bullet-proof mon­i­tor­ing form to aid in…

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 the cus­tomer says no, the cus­tomer ser­vice rep con­cludes the call. Bet­ter Cus­tomer Ser­vice: "Is there any­thing else I can offer?"…

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 gear. You have met­rics you have to hit, but you're run­ning out of ways to keep your team focused on...

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 of Gallup Marketplace Accord­ing to O'Boyle, "You have to add more to the rela­tion­ship there. B2B in par­tic­u­lar, has a mani­a­cal...

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 based on infor­ma­tion from their recent con­sumer study. While the arti­cle is directed toward mar­keters, there are impor­tant lessons for...

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 con­tin­u­ously offer the right kinds of ongo­ing sup­port to your staff. We've writ­ten sev­eral posts on coach­ing in cus­tomer...

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, they do con­tribute to the company's goals in many valu­able ways, most notably in rein­forc­ing the company's brand and in...

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 man­age­ment style in a sup­port or call cen­ter environment. We're pleased to present the next 5 essen­tial skills that will help...

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 deal with pressure. For those of you who man­age call cen­ters and sup­port cen­ters, you are tasked with watch­ing oper­a­tional costs...

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 used just because–well, I'm not sure why. The game was fun, but didn't increase learning or help participants perform better...

New Posts