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.

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Call Center Tips Video Course 40

Myra Golden

JULY 9, 2017

I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. Here’s the strategy you use.

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Tips Insurance Hotels Conference 65

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. No, these people were 2 of my employees.

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Call Center Training Video How To 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.” Quality Call Monitoring & Coaching. We send it out the very next day.

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How To Comparison Contact Center Call Center 55

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.

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Customer Service Training Training Tips Customer Service 97

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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How To Comparison Contact Center Call Center 40

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. No, these people were 2 of my employees.

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Call Center Training Video How To 40

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. Get a 4-pronged approach for preempting escalations.

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Contact Center Training Customer Service Training How To 40

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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Contact Center Training Customer Service Training How To 40

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.

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Customer Service Training Training Tips Customer Service 62

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. They’ll get my 9-step strategy for coaching calls with employees.

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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. They’ll get my 9-step strategy for coaching calls with employees.

Training 40

Training Feedback Measurement Tips 40

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. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy.

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. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy.

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Contact Center Video Measurement Feedback 40

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). Celika Caldwell.

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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.

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Customer Service Training Training Tips Customer Service 40

Myra Golden

OCTOBER 29, 2018

It’s important that you sound confident when you tell the customer what you can’t do. Otherwise, some customers won’t take your word as final. Here are some of my tips for sounding confident. When I managed a call center, I had my employees come up with the top 20 reasons they had to say ‘no’ or refuse a customer’s request.

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Hotels Exercises Tips Call Center 92

Myra Golden

SEPTEMBER 20, 2016

As a supervisor or manager, can you easily set expectations and deliver consequences? I am working with a client to gain adherence to the attendance policy in a call center. Now you can get even more tips and strategies for addressing unacceptable employee performance. The attendance policy was already quite clear.

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Policies Tips Call Center How To 40

Myra Golden

SEPTEMBER 20, 2016

As a supervisor or manager, can you easily set expectations and deliver consequences? I am working with a client to gain adherence to the attendance policy in a call center. Now you can get even more tips and strategies for addressing unacceptable employee performance. The attendance policy was already quite clear.

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Policies Tips Call Center How To 40

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

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