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. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Myra Golden

JULY 16, 2019

Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. In my last contact center job, the Quality Form that was in place when I started made me dizzy. Expecting Coaches to Coach Without Training. Calculus-Difficult Scoring.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

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

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

BlueOcean

NOVEMBER 29, 2023

The highest performing companies will ensure these disciplines coexist, transforming their contact centers (and much of their business) to maximize their business outcomes. Read on for more insight into the total experience strategy. This is how you create brand advocates and reduce customer churn and employee turnover.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Myra Golden

JANUARY 8, 2018

Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. Our training is interactive. Operations Manager, Shared Services Training & Development. Kristin Augusta | Sr.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Myra Golden

JANUARY 17, 2017

Get just this webinar or sign up for our Full Access program and get this program, our other 9 recorded webinars and an entire year of learning with me, PLUS 10-licenses to my Customer Service Online Training portal for your employees, AND all of my Trainer’s Facilitator Kits. The choice is yours.

Contact Center 45

Contact Center Video Measurement Feedback 45

COPC

AUGUST 16, 2022

Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight. A quality assurance program offers one of the best windows into the customer experience. However, quality scores and CSAT results often tell different stories. Stay tuned!

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

Myra Golden

JANUARY 17, 2017

Get just this webinar or sign up for our Full Access program and get this program, our other 9 recorded webinars and an entire year of learning with me, PLUS 10-licenses to my Customer Service Online Training portal for your employees, AND all of my Trainer’s Facilitator Kits. The choice is yours.

Contact Center 40

Contact Center Video Measurement Feedback 40

Myra Golden

JUNE 10, 2019

When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. You can use these solutions for a short 15-minute team training or in your coaching meetings. Speak In Complete Sentences.

Contact Center 84

Contact Center Training Interaction Meeting 84

Myra Golden

DECEMBER 8, 2019

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues. And second, I want zero customer frustration.

Contact Center 92

Contact Center Banking Training Consulting 92

CSM Magazine

FEBRUARY 20, 2018

One of the most disruptive technologies of our time is Artificial Intelligence (AI) which makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. Increases contact center productivity. Enhances real-time agent training. Improves human interaction. Final Thoughts.

Customer Service 40

Customer Service Contact Center Training Call Center 40

Myra Golden

MARCH 27, 2018

My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. 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. Online Training Customized For Your Company!

Course 63

Course Training Video Contact Center 63

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. The Revolution of Training – VOC Is Just a Click Away (Keynote).

Call Center 40

Call Center Contact Center Conference CRM 40

BlueOcean

JANUARY 6, 2020

Gartner reveals that of the 70% of customers who start their journey on self-service channels, only 9% resolve their issue there – the vast majority switch channels, creating an exponentially more expensive customer service solution. To put it simply: focus on your holistic customer experience design before you add new channels.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

Myra Golden

APRIL 17, 2017

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. All this is after a well-received training session or keynote. I love where I am and what I do; yet recently I have experienced burnout.

Customer Service 76

Customer Service Call Center Contact Center Fashion 76

Myra Golden

JANUARY 15, 2019

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. It was an honor to stand with the guru himself.

Call Center 45

Call Center Contact Center Course Training 45

Myra Golden

NOVEMBER 27, 2017

If you like it, check out my full telephone skills eLearning training. . In this 2-minute video, I show your employees how to close a call quickly and efficiently. Share this video with your team. Bridge Into Questioning. We can buffer the questions we have to ask by merely bridging to questioning.

How To 120

How To Call Center Video Training 120

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

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

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 55

How To Comparison Contact Center Call Center 55

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 8, 2018

Precisely how to apply the three tactics Myra taught in our training (I’ll play an actual call where the tactics are used successfully). My popular video: How to Solve Your Biggest Problems with Coaching Contact Center Agents. I think she’s capable of doing better. I want her to feel: Feel my support for her.

Contact Center 63

Contact Center Feedback Meeting Video 63

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

SurveySensum

MARCH 4, 2021

So you’re looking at strategy, organizational adoption, accountability, the voice of customer, experience design and innovation, and measurements. Now you take the voice of the customer and the voice of employees and then put it side by side the voice of the business. . That’s when you see what is going on!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Myra Golden

NOVEMBER 1, 2016

I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. These employees could be your employees after my soft skills training on empathy, friendliness and de-escalation. Welcome to __.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Myra Golden

JANUARY 30, 2018

I have a module dedicated to demonstrating the Feel, Felt, Found method in my Empathy Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle a bit with how to make customers feel empathy , take a look at my Empathy and Customer Service Training.

Customer Service Training 69

Customer Service Training Training Course How To 69

Myra Golden

NOVEMBER 1, 2016

I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. These employees could be your employees after my soft skills training on empathy, friendliness and de-escalation. Welcome to __.

Customer Service 40

Customer Service Call Center Training Customer Service Training 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.

Exercises 65

Exercises Meeting Customer Service Training Training 65

Myra Golden

DECEMBER 8, 2017

This video is from our Customer Service eLearning package. If you like this video, you need to take a closer look at our online training and sign up your employees right now. Talking through the things that are upsetting them, and coming up with ideas to fix the issue.

Customer Service 63

Customer Service Video Hotels Customers 63

Myra Golden

JANUARY 25, 2017

I’m sitting at my desk, sipping my dark Italian roast latte and doing a run-through of tomorrow’s web training, “Coaching & Monitoring” and boy, am I excited! In this web training, my clients will discover how often they should be reviewing calls with employees. I’ll be sharing real monitoring forms that get results.

Training 45

Training Feedback Measurement Tips 45

Myra Golden

JANUARY 25, 2017

I’m sitting at my desk, sipping my dark Italian roast latte and doing a run-through of tomorrow’s web training, “Coaching & Monitoring” and boy, am I excited! In this web training, my clients will discover how often they should be reviewing calls with employees. I’ll be sharing real monitoring forms that get results.

Training 40

Training Feedback Measurement Tips 40

Myra Golden

APRIL 10, 2017

She is also a veteran customer service expert who specializes in engaging employees through live training and online learning. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of Human Resources as it relates to the psychology of the employees.

Call Center 73

Call Center Management Exercises Meeting 73

Myra Golden

DECEMBER 19, 2016

Here’s something else you can give your employees: Great training to position them to deliver the best possible customer experience. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email. If you’re not yet subscribed, sign up here.

Call Center 40

Call Center Tips Video Course 40

Myra Golden

OCTOBER 4, 2016

ClearCorrect trusted me to train their team for a second time and I’m fully prepared for the big day! I do this exercise from time to time, whenever my mood needs lifting. Some of the things on my list are: I got all of the wood polished. Though Warren’s team lost, his spirit remains high.

How To 40

How To Call Flow Exercises Feedback 40

Myra Golden

OCTOBER 4, 2016

ClearCorrect trusted me to train their team for a second time and I’m fully prepared for the big day! I do this exercise from time to time, whenever my mood needs lifting. Some of the things on my list are: I got all of the wood polished. Though Warren’s team lost, his spirit remains high.

How To 40

How To Call Flow Exercises Feedback 40