Call Center Contact Center Customer Experience Design Tips 
Myra Golden
JUNE 2, 2016
Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. . A tip discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below in this 2-part video. How to Handle Difficult Customers Using Verbal Aikido.
Myra Golden
JUNE 2, 2016
Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. . A tip discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below. New hires who are inexperienced in handling aggressive and difficult customers.
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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.
Myra Golden
JANUARY 17, 2017
Quality Call Monitoring & Coaching. In this action-packed event, we’ll cover the following: The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! (We’ll We send it out the very next day. Here are the details on this webinar.
Myra Golden
JANUARY 17, 2017
Quality Call Monitoring & Coaching. In this action-packed event, we’ll cover the following: The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! (We’ll We send it out the very next day. Here are the details on this webinar.
Myra Golden
NOVEMBER 27, 2017
Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. But, often a series of questions can sound like an interview.
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.” Quality Call Monitoring & Coaching. We send it out the very next day.
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