Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. My Customer Service Master Class might be a good fit for training on soft skills.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Myra Golden

OCTOBER 4, 2016

When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. I have help for both you and your employees when it comes to customer service performance improvement. I had to focus on what is right, right now. Here’s why I’m sharing this with you.

How To 40

How To Call Flow Exercises Feedback 40

Myra Golden

OCTOBER 4, 2016

When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. I have help for both you and your employees when it comes to customer service performance improvement. I had to focus on what is right, right now. Here’s why I’m sharing this with you.

How To 40

How To Call Flow Exercises Feedback 40