Resources

To help you navigate the current uncertainty caused by the unprecedented global pandemic, Challenger is providing resources such as tips and tricks videos, “how-to” tutorials on low effort skills, a CX virtual summit, virtual roundtables and more.

These resources will be updated frequently, so please check back often for the latest tools.

Tutorials

Our tutorial series features Effortless Experience leaders sharing insights to help customer service representatives, managers, and leaders navigate strategies for today’s environment. These short videos discuss the key ways in which you must adapt to survive the new complexities, with tips on adjusting your communication styles for the virtual workplace to acknowledging and addressing customer baggage.

Lauren Pragoff
Acknowledging Baggage with Lauren Pragoff, VP, Effortless Experience

Flexing Communication Styles with Doug Ferreira, Certified Facilitator of the Effortless Experience™

Insights & Resources

Customer Experience Summit

We’re bringing together leaders from the world’s most influential brands to discuss what’s new, what’s to come, and what’s actually working in the world of customer service.
Virtual Event

Navigating Customer Service and Support in Uncertain Times

To help you navigate the current storm, Challenger conducted a brief survey (March 8-12, 2020) measuring the general actions being taken by your peers. Read our analysis of the results.
Challenger Blog

Bold Decisions During Uncertain Times

What should organizations do, today, to be successful tomorrow? Challengers recommends making bold decisions and applying three fundamental insights to thought leadership during these unprecedented times.
Challenger Blog

Waning Optimism and Waning Contact Volumes

Our second pulse survey results show a significant decrease in optimism with a 706% increase in respondents anticipating a “high” impact to 2020 budgets as a result of the crisis.
Challenger Blog

Coronavirus Survey Results

Customer service and support leaders are starting to experience spikes in contact volume in response to coronavirus. To help you navigate the storm, Challenger conducted brief survey measuring the general actions of your peers.
Survey

Supporting Customer Service Through the Coronavirus Crisis

The current pandemic has put service leaders under pressure they’ve never experienced. With a focus on the right skills and support, service organizations can succeed or flourish during the crisis.
Blog by HBR

Preparing Your Business for a Post-Pandemic World

Having a framework in place can guide you as you work to bounce back from the crisis. Harvard Business Review suggests using five Ps: position, plan, perspective, projects, and preparedness.
Blog by HBR

How-To Videos

We know some of you are moving a mile-a-minute and many of you only have a minute to spare.  We also know it’s important not to lose sight of what makes customer service invaluable during times like these.  Below are a collection of one minute videos; each detail one helpful hint that remind us of what we can be doing to more effortlessly navigate all this uncertainty.

The Importance of Positive Language

View this 1-minute video on how positive language creates effortless experiences.

WATCH THE VIDEO

The Need to Prioritize

View this 1-minute video on why prioritizing is key to your success.

WATCH THE VIDEO

Shifting to Virtual Training

View this 1-minute video on how to get virtual training right.

WATCH THE VIDEO

Advocating For Your Customers

View this 1-minute video on supporting your customers now.

WATCH THE VIDEO

Stop Driving Disloyalty

View this 1-minute video on creating loyal customers.

WATCH THE VIDEO

More Videos are Coming!

Stay tuned for more How-To's!

Engage High Performers

As the world confronts the human and economic cost of COVID-19, sales leaders must focus...

  • blog
  • Apr 10, 2020
Navigating Customer Service and Support in Uncertain Times

It’s safe to say that the first few months of 2020 will not be soon...

  • blog
  • Mar 13, 2020
Preparing Sales Teams to Work Virtually in Uncertain Times

The outbreak of coronavirus is propelling a lot of B2B commerce toward virtual. In an...

  • blog
  • Mar 12, 2020
Tales From the Road: A Story of Hope From the Last Recession

They always say people remember what they were doing when a major catastrophe strikes…think JFK,...

  • blog
  • Mar 18, 2020