Victor Midgley

WORKING WITH VMI

Victor Midgley

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ACTIVATING YOUR POWERS NOW!

Victor Midgley

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HOW I FIND MOTIVATION

Victor Midgley

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3 BELIEFS YOU MUST UNDERSTAND

Victor Midgley

I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?” Another of my most respected mentors, Bob Proctor, in his book, “You Were Born Rich” made this […

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

I’LL BE HAPPY WHEN…

Victor Midgley

801-809-1851 Facebook-f Twitter Linkedin-in Youtube Victor Midgley Institute of PROGRESSIVE LEARNING SUBSCRIBED MEMBER HOME STUDY DASHBOARD LMS CONTACT US I’LL BE HAPPY WHEN… by Victor Midgley The topic of happiness may very well be the most written and most read topic in human history, I get it! However, I plan […]

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SWIMMING WITH THE TECH SHARKS

Victor Midgley

My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article in regard to call center … Continue reading "SWIMMING WITH THE TECH SHARKS".

THE LAW OF CONNECTION

Victor Midgley

I often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy. There isn’t another profession that is more perfectly suited to develop … Continue reading "THE LAW OF CONNECTION".

HOW TO BE BETTER AT PICKING UP CLUES

Victor Midgley

Often times when we think we are having a conversation with another person, what is occurring is more an illusion rather than a reality. To put it bluntly, we are often clueless to how the other person is receiving our message. So, how can you avoid falling into the “CLUELESS-ZONE?” ” Here are 10 ideas to … Continue reading "HOW TO BE BETTER AT PICKING UP CLUES

DEALING WITH THE CALL CENTER GRIND

Victor Midgley

People often say to me when they first learn how long I have been working in the call center field, “you must have a very good therapist!” From their perspective, looking at a call center from the out-side-in, it would seem to be an impossible occupation. I would say to those people, you should check … Continue reading "DEALING WITH THE CALL CENTER GRIND". Call Center Professionals Call Center Leaders Call Center Agents Call Center Stress

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

SO, YOU WANT TO BE A CALL CENTER MANAGER?

Victor Midgley

If you are currently in a call center leadership position or seeking to be in a call center leadership position, you MUST read this article! Most front-line call center agents I work with have a very strong desire to move “up” from their agent position into a leadership position. One of the most discouraging experiences … Continue reading "SO, YOU WANT TO BE A CALL CENTER MANAGER?".

DOES BEING A NICE GUY REALLY PAY OFF?

Victor Midgley

I know you have been in situations (and probably many) when you have tried your darnedest to be nice to someone, only to have them continue along the nasty path of selfish inconsideration. Regardless of your best efforts to be NICE, there was no change in their attitude toward you and the situation, am I … Continue reading "DOES BEING A NICE GUY REALLY PAY OFF?". Call Center Professionals Call Center Agents How to handle people People Person Being Nice

THE MAGIC OF WORDS

Victor Midgley

We’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse. Words are indeed very powerful although, not … Continue reading "THE MAGIC OF WORDS". Compelling Conversation Training Call Center Professionals Call Center Leaders Call Center Agents What to say to customers How to speak Words to use

A CALL CENTER JOB – HERO OR ZERO?

Victor Midgley

Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?". Call Center Professionals Call Center Leaders Call Center Agents Call Center Job Call Center Employment Working in a Call Center

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER

Victor Midgley

I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. I encourage you to give heed to this list. If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER". Call Center Professionals Call Center Operations Call Center Leaders Call Center Best Practices Call Center Mistakes

MOTIVATING CALL CENTER AGENTS

Victor Midgley

One of the great secrets to managing call center agents is how to motivate them. The turn-over rate in many call centers is much higher than most other “industries.” The cause remains an enigma, although the naivety of nearly all management, is wage. It seems like a simple solution, pay more and you will attract … Continue reading "MOTIVATING CALL CENTER AGENTS". Call Center Leaders Call Center Agents Call Center Motivation

QUESTIONS ARE KING

Victor Midgley

The French philosopher, Voltaire, stated – “Judge a man by his questions rather than his answers.” ” The art of compelling conversation is centered on one’s ability to understand, control and present proper questions. Although there are numerous publications on the subject of “asking questions” and there are many question techniques identified, in my opinion and … Continue reading "QUESTIONS ARE KING".

TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!

Victor Midgley

I have worked in the Call Center space my entire 25 plus year career. I have witnessed and participated in the technology boom that has targeted the field over the years. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Understanding what technology is appropriate for your … Continue reading "TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!". Call Center Professionals Call Center Operations

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS

Victor Midgley

The cause for stress in the call center seems obvious and yet very little is done about it. Either naivety, ignorance or plain voracity keeps form useful changes from happening. Recent studies reveal that 83% of call center agents are highly stressed with their job. Over my 20 plus years of consulting call centers all … Continue reading "5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS". Call Center Professionals Call Center Leaders Call Center Agents

THE POWER OF CONVERSATION

Victor Midgley

If only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival. As a boy growing up in a diverse inner-city district in the 23rd largest … Continue reading "THE POWER OF CONVERSATION".

GETTING UNSTUCK

Victor Midgley

I cannot think of a more common state of emotion among people than the sense of being in a place of confinement, restriction – stuck. What I mean by “stuck”, as you all can probably relate, is a place where there seems to be no movement and you cannot find […

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MAKING LIFE EASY

Victor Midgley

Sounds impossible if not wrong to say it out loud, doesn’t it? As a human race, it seems to have found its way into our heads and actions that if we want to achieve anything it is supposed to be hard. This conditioning of our beliefs, to me, is the […

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How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

COMMUNICATION OR CONVERSATION

Victor Midgley

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How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

You Can’t Automate Your Customer Relationship

ShepHyken

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

You May Not Know It, But You’re in the Subscription Business

ShepHyken

I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning?

Sales 319

How to Measure Customer Retention

ShepHyken

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C.

Taking the Extra Step to Deliver Amazing Service

ShepHyken

Sometimes a little creativity and extra effort can make a big difference in the customer experience.

We’ll Be Stronger When This Is Over

ShepHyken

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.

The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

The Incomplete Answer

ShepHyken

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.

Ridiculous Interpretation of Rules

ShepHyken

This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.