Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 45

Contact Center Video Measurement Feedback 45

Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 40

Contact Center Video Measurement Feedback 40

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Thanks so much for calling us today. Not at all.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Myra Golden

JULY 12, 2019

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I had my supervisors meet with me on a regular basis to check, adjust, or determine by comparison with each other the standards set forth by our call center.

Comparison 79

Comparison How To Contact Center Call Center 79

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

How To 120

How To Call Center Video Training 120

Myra Golden

JANUARY 15, 2019

Sadly though, the customer service was inattentive and downright careless, and I won’t be going back. I told a friend about my poor dining experience, and he said, “Bad table-waiting is just as bad as trying to listen to great music on broken speakers. Our call center set was so cool. She nailed it.

Call Center 45

Call Center Contact Center Course Training 45

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

Customer Service 84

Customer Service Video How To Customers 84

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Thanks so much for calling us today.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

Myra Golden

DECEMBER 8, 2017

We’ll use a customer service example. Your customer is upset because their shipment didn’t arrive, though you show that the package was left on the customer’s porch 2 days ago. Express empathy to this customer using the same steps I took with my daughter. This video is from our Customer Service eLearning package.

Customer Service 63

Customer Service Video Hotels Customers 63

Myra Golden

JANUARY 23, 2017

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have the bubbly tone like Tammy, but I’m good with customers.” You, no doubt, have employees who notice the little (or big) things just like my son.

How To 55

How To Comparison Contact Center Call Center 55

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

JANUARY 23, 2017

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have the bubbly tone like Tammy, but I’m good with customers.” You, no doubt, have employees who notice the little (or big) things just like my son.

How To 40

How To Comparison Contact Center Call Center 40

Myra Golden

DECEMBER 19, 2016

When I managed a small call center in Tulsa, I was always looking for creative ways to motivate my employees. One of the tips in the book was called Post-It Note Therapy. The next morning I had an out of office meeting and I didn’t make it into the call center until early in the afternoon. The concept was simple.

Call Center 40

Call Center Tips Video Course 40

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 40

Culture Hotels Training Contact Center 40

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. VP Customer Experience Design, AARP. 5 Must-See Sessions.

Call Center 40

Call Center Contact Center Conference CRM 40

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Myra Golden

JANUARY 30, 2018

I have a module dedicated to demonstrating the Feel, Felt, Found method in my Empathy Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle a bit with how to make customers feel empathy , take a look at my Empathy and Customer Service Training.

Customer Service Training 69

Customer Service Training Training Course How To 69

Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Most contact center agents spend most all of their workday seated in front of their computers, headsets on, taking calls or waiting for calls. I created a task force of 4 customer service agents.

Customer Service 76

Customer Service Call Center Contact Center Fashion 76

Myra Golden

JANUARY 25, 2017

This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form. How to address problem performance in the most diplomatic way. The choice is yours.

Training 45

Training Feedback Measurement Tips 45

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

JANUARY 25, 2017

This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form. How to address problem performance in the most diplomatic way. The choice is yours.

Training 40

Training Feedback Measurement Tips 40