Overview/Description Advancements in communication technology have given us instant access to boundless information, but the gains in efficiency and productivity have come at a cost. This Business Impact explores the causes of information overload and explores some practical ways to cope with it. Expected Duration (hours) 0.1 Lesson ObjectivesCoping with Information Overload

Overview/Description Ineffective on-hold messages can frustrate and alienate customer callers. This impact explains how to create an effective on-hold message. Expected Duration (hours) 0.1 Lesson ObjectivesCreating an Effective On-hold Message

Overview/Description This Business Impact explores the idea that training should begin at its earliest point in a CSA's professional lifecycle - the interview. Expected Duration (hours) 0.1 Lesson ObjectivesCustomer Service Training - The Interview and Beyond

Overview/Description If you want to set yourself apart from other sales professionals, there are some good techniques you can use to further your sales efforts when an objection arises. This Business Impact explores techniques for dealing with customer questions, objections, and resistance, illustrated in a sales conversation about an enterprise-wide business process software solution. Target Audience Experienced sales professionals interested in improving their ability to deal with questions, objections, and resistance from educated buyers. Expected Duration (hours) 0.1 Lesson...