Technology Services Forum

Peggy Carlaw
  • San Luis Obispo, CA
  • United States
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Peggy Carlaw's COIs

Peggy Carlaw's Discussions

Creating Customer Communities
3 Replies

Started this discussion. Last reply by Jody Pellerin Mar 2.

Call Resolution Time
4 Replies

Started this discussion. Last reply by Chris Haag Feb 22.

 

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Latest Activity

Jody Pellerin replied to Peggy Carlaw's discussion 'Creating Customer Communities'
Disclosure: This is from our company blog but it has a nice list of user guidelines and the title of a good book about managing communities by Patrick O'Keefe. Don't Let Funny Things Happen on the Way to Your Forum
March 1
Glenn Friesen replied to Peggy Carlaw's discussion 'Creating Customer Communities'
Good eye Haim! To note, we do have an alternative Webinar coming up on March 18 titled Keeping Training Alive http://www.impactlearning.com/Webinars/keeping-training-alive.html and a blog post covering the content of the canceled Webinar "Engaging C…
March 1
Haim Toeg replied to Peggy Carlaw's discussion 'Creating Customer Communities'
Peggy - clicking on the link shows that the webinar is over.
February 28
Chris Haag replied to Peggy Carlaw's discussion 'Call Resolution Time'
If you have multiple call centers spread out across the world, you may find it worthwhile to ensure the ticket is owned by the location closest to the customer. We found the investment required in terms of tagging our contacts with a region and crea…
February 22
Peggy Carlaw added a discussion
Creating Customer Communities
Engaging customers is good business, and network technology is a perfect tool to get them engaged. In fact, research on employee-customer relationships show that engaged customers who feel they have a voice generate 1.7 times more revenue than other…
February 21
Peggy Carlaw replied to Peggy Carlaw's discussion 'Call Resolution Time'
Thanks, Christopher. Very informative!
February 21
Stephen Connington replied to Peggy Carlaw's discussion 'Call Resolution Time'
Hello Peggy, As Chris pointed out some additional information would help. Can you provide detail on your support model? Stephen
February 12
Christoph Goldenstern replied to Peggy Carlaw's discussion 'Call Resolution Time'
Peggy: have a look at the behaviors that drive resolutions times in your organization, They will typically fall into one of four buckets: process effectiveness and efficicnecy, people skills, software toos or the performane system. That identify whe…
January 28
Peggy Carlaw commented on Bill Rose's group 'Resolve Time and FCR'
Three areas to look for improvement in resolution rates: People, processes, and product. Which apply in your center and what steps are you taking to improve? http://tinyurl.com/ykzvb8y
January 19
Peggy Carlaw joined Bill Rose's group
Resolve Time and FCR
This forum is focused on understanding the metrics used for Resolve Time and First Contact Resolution
January 19
Peggy Carlaw added a discussion
Call Resolution Time
What are you doing to improve call resolution time? Let's discuss. Need ideas on how to improve? http://tinyurl.com/ykzvb8y
January 19
Peggy Carlaw is now a member of Technology Services Forum
Welcome Them!
June 25, 2009

Profile Information

Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
SSPA
First name
Peggy
Last name
Carlaw
Company
Impact Learning Systems
Level
CXO (C-level exec)
Primary Job Function
Training

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