Communication Contact Center Customer Experience Design Customer Service Training 
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. I]f you care about customer experience.
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.
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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. To help you get started, we’ve compiled a list of 29 customer service training and coaching tips.
Myra Golden
APRIL 28, 2021
When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. The key to creating a successful remote agent is quality contact center training.
Myra Golden
JUNE 2, 2016
Find out how to strategically create calm with aggressive customers. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Learn why you should see your difficult customer as a “partner” and not an opponent. How to Handle Difficult Customers Using Verbal Aikido.
Myra Golden
JUNE 2, 2016
Find out how to strategically create calm with aggressive customers. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Learn why you should see your difficult customer as a “partner” and not an opponent. How to Handle Difficult Customers Using Verbal Aikido.
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.
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