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

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. Customer: “Hi Bill. Here’s how the Agent opened the call.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132