Victor Midgley


Victor Midgley

Over the many years of my teaching compelling conversation skills, I have come to appreciate that an effective conversation is much like an inspiring song. We all have favorite songs that we enjoy listening to. if you have heard a cover to that song performed by a “less than” talented or skilled singer, you might … Continue reading "THE MUSIC OF CONVERSATION". Compelling Conversation Training Call Center Leaders Call Center Agents


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".

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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


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".

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.


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


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


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


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


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

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.


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


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".


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


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 Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.


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".


Victor Midgley

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How to Disrupt Your Competition


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


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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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


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.

Your Emergency Response Plan—Be Prepared


One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

9 Call Center Environment Best Practices


Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance.


Once Upon A Time In Businessland


Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop.

Sales 250

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

A Dramatic Change Doesn’t Have to Be a Traumatic Change


The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative.

Operational Challenges in the Call Center Industry


There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.

Amazing Business Radio: Claire Sporton


The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton.

When Things Aren’t Going Well, Will You Accept Blame?


In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

A Glimpse To The New Trends In Humanizing Technology

Beyond Philosophy

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner.

5 Top Customer Service Articles For the Week of February 17, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

5 Top Customer Service Articles For the Week of February 24, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale


This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience.

Sales 180

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

The Last Customer on Earth


What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it.

Amazing Business Radio: Stacy Sherman


The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization.

Yes is More Than an Answer. It’s an Attitude!


Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected


It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.