Myra Golden

MARCH 27, 2018

One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point. While this video is tailored my customer’s specific challenges, I think you’ll get some great value out of the tips. Online Training Customized For Your Company!

Course 63

Course Training Video Contact Center 63

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

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.” You, no doubt, have employees who notice the little (or big) things just like my son.

How To 55

How To Comparison Contact Center Call Center 55

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 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

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.” You, no doubt, have employees who notice the little (or big) things just like my son.

How To 40

How To Comparison Contact Center Call Center 40

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

Myra Golden

AUGUST 27, 2016

To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S. One of the things I’m working on right now is how to find ways to relieve the stress contact center agents face on a daily basis. Dealing with the customer who demands to speak to your supervisor is stressful.

Social Media 40

Social Media Customer Service Representative Contact Center Customers 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

DECEMBER 19, 2016

When I managed a small call center in Tulsa, I was always looking for creative ways to motivate my employees. One of the tips in the book was called Post-It Note Therapy. One evening I was working late and I picked up Bob Nelson’s 1001 Ways to Reward Employees book from my bookshelf. The concept was simple.

Call Center 40

Call Center Tips Video Course 40

Myra Golden

JANUARY 25, 2017

In this action-packed event, we’ll cover the following: The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! (We’ll They’ll get my 9-step strategy for coaching calls with employees. Here are the details on this webinar. Quality Call Monitoring & Coaching.

Training 45

Training Feedback Measurement Tips 45

Myra Golden

JANUARY 25, 2017

In this action-packed event, we’ll cover the following: The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! (We’ll They’ll get my 9-step strategy for coaching calls with employees. Here are the details on this webinar. Quality Call Monitoring & Coaching.

Training 40

Training Feedback Measurement Tips 40

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

How To 120

How To Call Center Video Training 120

Myra Golden

NOVEMBER 6, 2017

Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Customer Experience Design 85

Customer Experience Design Contact Center Tips Training 85

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. VP Customer Experience Design, AARP. 5 Must-See Sessions.

Call Center 40

Call Center Contact Center Conference CRM 40