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. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers. Get Some Ideas and Plans.

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. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers. Get Some Ideas and Plans.

Contact Center 40

Contact Center Video Measurement Feedback 40

Myra Golden

JULY 12, 2019

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 a bubbly tone like Tammy, but I’m good with customers.” On August 9 th I am hosting a webinar, Quality Form Development & Coaching.

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Comparison How To Contact Center Call Center 79

Myra Golden

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. In my Guided Webinar , I’m walking you through precisely how to execute each of these four steps.

Exercises 66

Exercises Contact Center Video Meeting 66

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.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” Special Offer!

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How To Comparison Contact Center Call Center 55

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

Customer Service 84

Customer Service Video How To Customers 84

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.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” Special Offer!

How To 40

How To Comparison Contact Center Call Center 40

Myra Golden

AUGUST 5, 2019

When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like?” On August 9th I am hosting a webinar, Quality Form Development & Coaching.

Customer Experience 45

Customer Experience Customers Meeting Interaction 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. Here are the details on this webinar. My webinars are famous for actionable take-aways.

Training 45

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. Here are the details on this webinar. My webinars are famous for actionable take-aways.

Training 40

Training Feedback Measurement Tips 40

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. Customer: “Hi Bill.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

Myra Golden

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. Design Coaching Strategy. Equip employees to create positive conversations with challenging customers? Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? Develop Calibration Strategy.

Exercises 51

Exercises Strategy Report Meeting 51

Myra Golden

JANUARY 8, 2018

My popular video: How to Solve Your Biggest Problems with Coaching Contact Center Agents. View Webinar –> Use password: MMMADED$. When you do, you’ll be fiercely focused, and things will be more comfortable than you likely envisioned! My gift to you! It’s a fact. Some managers shy away from conflict.

Contact Center 63

Contact Center Feedback Meeting Video 63

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.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

JANUARY 14, 2019

I spent last week in Carpinteria filming two customer service courses. The endgame was for me to give viewers a fantastic learning experience, and that meant giving me some sharp feedback. You’re there to make people great so that they can deliver excellent customer experiences. Get agreement. ” Or this.

How To 53

How To Feedback Course Customer Experience 53

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.

Culture 40

Culture Hotels Training Contact Center 40

Myra Golden

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Together, let’s transform your approach to customers.”.

Exercises 65

Exercises Meeting Customer Service Training Training 65

Myra Golden

JANUARY 4, 2019

On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees. When we fail to follow the hot stove rule, we make coaching harder for ourselves; we’re unfair to our employees; we may put our companies at risk for litigation. Continue the conversation with me?

Feedback 56

Feedback Meeting Company Customer Experience Design 56

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. You had a tough customer there with Ms. 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.

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. You had a tough customer there with Ms. 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.

How To 40

How To Call Flow Exercises Feedback 40

Myra Golden

APRIL 10, 2017

And I still needed to sit down with Jim to talk about issues with his recent tone with a customer. The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting.

Call Center 73

Call Center Management Exercises Meeting 73

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. “A

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Customer Service Training Training Tips Customer Service 97

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. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. EVP and Chief Customer Officer, Frontier Communications. Cippy Seidler.

Call Center 40

Call Center Contact Center Conference CRM 40

Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Most contact center agents spend most all of their workday seated in front of their computers, headsets on, taking calls or waiting for calls. I created a task force of 4 customer service agents. Not a happy thought.

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Customer Service Call Center Contact Center Fashion 76