Myra Golden

DECEMBER 17, 2015

Let’s take a look at the reasons agents fail at the customer experience, and explore what you can do about it. . They aren’t establishing rapport with customers. This morning I was monitoring calls for a contact center client; something I do often. Here’s how the Agent opened the call.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

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

JANUARY 17, 2017

You’ll receive sample monitoring forms, get a blue-print for exactly how to coach a phone call and you’ll walk away knowing exactly how to respond to employee resistance. Get Some Ideas and Plans. My webinars are famous for actionable take-aways.

Contact Center 45

Contact Center Video Measurement Feedback 45

Myra Golden

JANUARY 17, 2017

You’ll receive sample monitoring forms, get a blue-print for exactly how to coach a phone call and you’ll walk away knowing exactly how to respond to employee resistance. Get Some Ideas and Plans. My webinars are famous for actionable take-aways.

Contact Center 40

Contact Center Video Measurement Feedback 40

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. Can you imagine how draining this must be?

Customer Service 76

Customer Service Call Center Contact Center Fashion 76

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

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

Heart of the Customer

DECEMBER 4, 2014

” “We just need to teach our customers how to use our website so they won’t call us so much.” ” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Customers form an. I’m teaching.

Training 89

Training Customer Journeys Culture Contact Center 89

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

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

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

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. If so, how often do you do it? Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

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

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. If so, how often do you do it? Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

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

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

JANUARY 30, 2018

Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. The Feel, Felt, Found method is easy to use.

Customer Service Training 69

Customer Service Training Training Course How To 69

Myra Golden

DECEMBER 8, 2017

In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the (..)

Customer Service 63

Customer Service Video Hotels Customers 63

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. Get Some Ideas and Plans.

Training 45

Training Feedback Measurement Tips 45

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. Get Some Ideas and Plans.

Training 40

Training Feedback Measurement Tips 40