Resources for Meeting Planners
Presentation Descriptions
Download PDFs of Jeff’s most popular keynote presentations.
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Prep Checklist
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Content
Articles, videos, webinars, and podcast episodes focused on improving customer service and customer experience.
Articles
Replacing customer service surveys with sentiment analysis (Balto)
Tips for crafting a successful customer culture (CX Network)
How to save time and money by analyzing your reviews (Entrepreneur)
Top Opportunities for CX & Contact Center Leaders in 2022 (LiveVox)
How procedure audits can save you time and money (ProcedureFlow)
How to handle a surge in contact volume (ProcedureFlow)
Using reviews to unlock your competitive advantage (Entrepreneur)
The Best Customer Experience Needs the Best Agent Experience (Comm100)
10 ways to use online reviews to beat the competition (Yelp)
Customer feedback: get it, organize it, and make it work for you (Zendesk)
Remote training is the future, even when agents are back onsite (ProcedureFlow)
How to improve customer experience by monitoring for broken promises (HDI)
How to create a consistent customer experience (ProcedureFlow)
CX Buzz Interview with Jeff Toister (CX Buzz)
3 Reasons to Use Scenario Based Training and How to Get Started (ProcedureFlow)
Pro Speakers on How to Give a Perfect Keynote Presentation (HubSpot)
How to Help Your Agents Stop Feeling Overwhelmed (ProcedureFlow)
Your Remote Training Questions Answered (ProcedureFlow)
How to Assess Where Analysts Are on the Learning Curve (HDI)
How to Empower Your Agents Through Clear Procedures (ProcedureFlow)
Where CX and EX Meet (Botsify)
Are You Overlooking these 5 Hidden Obstacles to Providing Outstanding Service? (GreatAmerica)
Why Customer Service Training Fails & How to Avoid It (TCFCR)
How to Get Everyone on the Same Customer Service Page (Outpost)
The Future of Customer Service (Lessonly)
Live Chat Benchmark Report 2018 (Comm100)
Customer Service Report 2018 (LiveChat)
2018 Customer Service Benchmark Report (SuperOffice)
3 Ways to Help Your Team Create a Better Self-Service Experience (HelpScout)
How to Get More Out of Your Analyst Engagement Survey (HDI SupportWorld)
How to engage your agents through empowerment (NewVoiceMedia)
Leadership advice and predictions for the future (HDI SupportWorld)
Mine Positive Surveys for Negative Comments (Thematic)
How to Get Your Social Care Agents Obsessed with Service (Brand Embassy)
How to Give Your Service Mantra Real Meeting (Shep Hyken's blog)
The Best Way to Achieve Customer Focus (CXService360)
How to Get Your Employees Obsessed with Service (Insightly Insider Presents)
Live Chat Benchmark Report 2017 (Comm100)
Customer Service Report 2017 (LiveChat)
2017 Customer Service Benchmark Report (SuperOffice)
Here's What's New in Social Media Customer Service (Execs In The Know)
One Thing Every Customer Should Know About You (Lynda.com)
Why Your Customer Service Agents Need to Have Empathy (Forbes)
Video & Webinars
Replacing customer surveys with sentiment analysis (Balto, 2023)
Delivering Consistently Amazing Support with Experience Guarantees (Forethought, 2023)
How to Engage & Motivate Agents (Balto, 2023)
Analyzing Customer Reviews (Yelp, 2022)
Great Customer Experience: The first time and every time (Slack, 2021)
Using reviews to unlock your competitive advantage (Yelp, 2021)
How to create a consistent customer experience (ProcedureFlow, 2021)
How to get your employees obsessed with customers (iAdvize, 2021)
How to improve internal customer service (Catherine’s Corner, 2021)
How to Quickly Get Started with Remote Training (ProcedureFlow, 2020)
How to Keep Your Employees Obsessed with Service (Toister Performance Solutions, 2019)
How to Dramatically Cut New Agent Training Time (ProcedureFlow, 2019)
How to Get Your Employees Obsessed with Service (LiveHelpNow, 2019)
How to Build a Great Customer Service (Loop Email, 2019)
Hidden Pitfalls in Common Support Practices (Kayako, 2019)
Creating a Customer Service Culture (Customers That Stick)
Podcast Episodes
CallTalk (2024)
Behind the Review (2023)
SIMPLE Brand (2023)
Crack the Customer Code (2022)
Relationships at Work (2022)
The Only One Business Show (2022)
Behind the Review (2022)
The Melting Pot (2022)
Doing CX Right (2022)
Inside Intercom (2021)
CallTalk (2021)
Scalable Call Center Sales (2021)
Behind the Review (2021)
Ratchet+Wrench (2021)
Just-in-Time Cafe (2021)
Press 1 for Nick (2021)
Experience This! (2021)
Amazing Business Radio (2021)
Masters of CX by Chattermill (2021)
CX Files (2020)
The Dealer Playbook (2020)
Voices of CX by Worthix (2019)
CallTalk (2019)
Sweets of CX (2019)
Scaling Up Services (2019)
SPOCast (2019)
Just in Time Cafe (2019)
Verbal Transactions (2019)
Voice of Influence (2019)
Amazing Business Radio (2019)
Crack the Customer Code (2018)