MHI Global Customer Experience Blog

Customer experience training (elearning and in-class) for front line service employees, from contact center agents to tech support reps to field service technicians. Our training modules: > defin­e a cus­tomer expe­ri­ence of value, integrity, and satisfaction; > ensure this cus­tomer expe­ri­ence through employee per­for­mance and orga­ni­za­tional processes; > train­ and moti­vat­e employ­ees to exceed cus­tomers’ expec­ta­tions for service; and > cre­at­e a con­tin­u­ous improve­ment process to increase employee moti­va­tion, cus­tomer sat­is­fac­tion, and com­pany profitability.

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Posts by MHI Global Customer Experience Blog

Equip Your Team for Holiday Tech Support

The countdown has begun. Halloween is a distant memory and Christmas decorations—not to mention commercials—are out in force. It’s nearly impossible to predict every contingency […]

Customer Service Training That Targets How We Learn

As early as 334 B.C., Aristotle recognized that children had differing strengths and talents when it came to learning new material. Today, we understand that […]

Multi-Channel vs. Omni-Channel—Know the Difference!

Marketers and customer experience professionals are no strangers to the term “omni-channel.” This concept has been talked and written about—ad nauseam, some would say—for the […]

Hiring Practices for Customer Support - 3 Personality Traits to Look For

Customer success begins with employee success. Employee success begins with hiring success. Hiring success begins with knowing the right skills and qualities to look for […]

Proactive Customer Care: Grease the Wheel Before It Squeaks!

Proactive customer service can take many forms, but it benefits business in specific ways. It can reduce the amount of direct or negative customer contact […]

The Four Pillars of Customer Success

Regardless of what service or product your company sells, at the core of providing great customer experiences are respect, simplicity, responsibility, and solutions. Mastering these four components […]

Preparing Your Call Center for Holiday Rush

Are you feeling concerned, or are you completely confident about the upcoming holiday rush in your customer-support center? The most hectic season of the year […]

Adapting to Change - What Darwin Might Say About Customer Service

The speed of technology and popularity of social media are pushing customer service to become more responsive, more present, and more personalized. As the saying […]

Fostering Customer Loyalty and Building Your Brand Simultaneously

By being mindful about customer satisfaction (rather than focusing on handle time, for instance), you are setting your mind to finding (or creating) opportunities to […]

Customer Service Experiences - The Good and Bad

Last week was Customer Service Week and we asked you, our readers, to submit any customer service experience story—whether great, terrible or “meh”—and, to our […]

4 Simple Strategies for Integrating Millennial Employees in the Contact Center

A lot of ink has been spilled advising companies on best practices for working with millennials. There is little doubt that this generation comes with […]

A Culture of Service - Now THAT'S Something to Celebrate!

Customer Service Week is winding down, and we’re taking the opportunity to celebrate the everyday heroes in our industry. There are certainly individual customer service […]

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