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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.

What I Learned About Field Service Today

Guest Post By: Monica Postell I live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it’s mid...

Preparing for the Outbound Call

Guest Post By: Seth Brickner “Hello?” We get a call from an unrecognized number, and our response is often a “hello” that’s not spoken as a…

We Are All Unique – So Are Our Customers

Guest Post By: Monique Castillo I have always known that everyone has his or her own likes and dislikes, but being newly married, it is more apparent now....

Customer Service Starts With Your Staff

I just read an interesting article in Inc. by Tali Yahalom called “How to Improve Your Company’s Customer Service.” In it, she says that...

Tweet, Tweet

Social media is getting to be an ever more popular tool for connecting with customers and providing customer service. On the plus side, it...

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