Myra Golden

JANUARY 16, 2019

In my new Coaching Webinar , I’m giving you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything. In my Guided Webinar , I’m walking you through precisely how to execute each of these four steps. Join Me for This Webinar!

Exercises 66

Exercises Contact Center Video Meeting 66

Myra Golden

JANUARY 23, 2017

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. 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. Here are the details on this webinar.

How To 55

How To Comparison Contact Center Call Center 55

Myra Golden

JANUARY 23, 2017

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. 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. Here are the details on this webinar.

How To 40

How To Comparison Contact Center Call Center 40

Myra Golden

JANUARY 25, 2017

So often I find that supervisors don’t monitor and coach consistently and if they are consistent with recording calls, they aren’t always strong and confident in giving constructive feedback. Without feedback, there really is no value in recording calls. Here are the details on this webinar. Get Some Ideas and Plans.

Training 45

Training Feedback Measurement Tips 45

Myra Golden

JANUARY 8, 2018

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. What is it I want Warren to Know about the contact insertion? View Webinar –> Use password: MMMADED$. My gift to you!

Contact Center 63

Contact Center Feedback Meeting Video 63

Myra Golden

JANUARY 25, 2017

So often I find that supervisors don’t monitor and coach consistently and if they are consistent with recording calls, they aren’t always strong and confident in giving constructive feedback. Without feedback, there really is no value in recording calls. Here are the details on this webinar. Get Some Ideas and Plans.

Training 40

Training Feedback Measurement Tips 40

Myra Golden

JANUARY 4, 2019

Consistent – You can’t give corrective feedback sometimes, and then other times turn a blind eye. Feedback to employees should follow what Douglas McGregor calls the Hot Stove Rule. Your employees need, and deserve, immediate feedback on their performance. Your feedback and discipline must be impersonal.

Feedback 56

Feedback Meeting Company Customer Experience Design 56

Myra Golden

JULY 15, 2019

Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? ” Your employees deserve your time, discussion, feedback, praise, and guidance. Decide what’s best for your employees, customers, unique business, and for those who will give feedback.

Exercises 51

Exercises Strategy Report Meeting 51

Myra Golden

JANUARY 14, 2019

My Director and Producer cut several times to give me feedback – slow that down just a bit, talk like you’re having a one on one conversation, not like you’re in a lecture hall, more energy there. The endgame was for me to give viewers a fantastic learning experience, and that meant giving me some sharp feedback.

How To 53

How To Feedback Course Customer Experience 53

Myra Golden

JANUARY 1, 2019

Lacy, I need the harshness in your tone, the defensive attitude, and resistance to helping customers to go away immediately. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Together, let’s transform your approach to customers.”.

Exercises 65

Exercises Meeting Customer Service Training Training 65

Myra Golden

OCTOBER 4, 2016

Maintain employees’ esteem when giving constructive feedback so you protect the relationship and get behavior change. Give constructive feedback in such a way that you build your employees up and maintain their esteem. I have help for both you and your employees when it comes to customer service performance improvement.

How To 40

How To Call Flow Exercises Feedback 40

Myra Golden

OCTOBER 4, 2016

Maintain employees’ esteem when giving constructive feedback so you protect the relationship and get behavior change. Give constructive feedback in such a way that you build your employees up and maintain their esteem. I have help for both you and your employees when it comes to customer service performance improvement.

How To 40

How To Call Flow Exercises Feedback 40

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

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

To help you get started, we’ve compiled a list of 29 customer service training and coaching tips. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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

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

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 gave them the task of researching the best contact management systems.

Customer Service 76

Customer Service Call Center Contact Center Fashion 76