Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. I’m concerned about training my agents and supporting them.

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Training Customer Service Contact Center How To 105

Myra Golden

JANUARY 17, 2017

On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” In this webinar I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms from companies like Zappos and even forms I have designed for my own clients, and we explore scoring, and the best monitoring methods.

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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. On August 9 th I am hosting a webinar, Quality Form Development & Coaching. If you want to get Quality Monitoring Right, join me for this special webinar.

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Comparison How To Contact Center Call Center 79

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!

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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

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 40

Myra Golden

JANUARY 25, 2017

Here are the details on this webinar. 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! My webinars are famous for actionable take-aways. I’ll be sharing real monitoring forms that get results. Special Offer!

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Myra Golden

AUGUST 5, 2019

After painting the picture of where they want to be and imagining how companies they see as fantastic with the customer experience would handle a similar issue, I guide my clients in planning their best customer experience. On August 9th I am hosting a webinar, Quality Form Development & Coaching.

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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.

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Customer Service Video How To Customers 84

Myra Golden

JANUARY 25, 2017

Here are the details on this webinar. 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! My webinars are famous for actionable take-aways. I’ll be sharing real monitoring forms that get results. Special Offer!

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Training Feedback Measurement Tips 40

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.

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Contact Center Feedback Meeting Video 63

Myra Golden

JULY 15, 2019

Using these steps (ALL of them), you’ll launch a quality program that positions your organization to improve the soft elements of service – the sound, flow, and feel, so that your employees are fully prepared and inspired to express the soul of your brand, and assured in their ability to handle challenging customers.

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Myra Golden

JANUARY 14, 2019

I haven’t done a live webinar in two, maybe three years. On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees. .” Don’t accept excuses, because if you do, you’ll go around this mountain again and again, never getting to your top goal.

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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.

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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.

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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?

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Feedback Meeting Company Customer Experience Design 56

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.

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Culture Hotels Training Contact Center 40

Myra Golden

JANUARY 1, 2019

On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees. Will you commit to set clear expectations, preparing with KFD, having coaching conversations, and follow thing through with consequences? I hope you say yes. Continue the conversation with me?

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Exercises Meeting Customer Service Training Training 65

Myra Golden

APRIL 10, 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.

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Call Center Management Exercises Meeting 73

Myra Golden

OCTOBER 4, 2016

I have help for both you and your employees when it comes to customer service performance improvement. Check out these resources: How to Solve Your Biggest Problems with Coaching Customer Service Employees – 60-minute on-demand webinar on how to give constructive feedback constructively- Just $59 this week.

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How To Call Flow Exercises Feedback 40

Myra Golden

OCTOBER 4, 2016

I have help for both you and your employees when it comes to customer service performance improvement. Check out these resources: How to Solve Your Biggest Problems with Coaching Customer Service Employees – 60-minute on-demand webinar on how to give constructive feedback constructively- Just $59 this week.

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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

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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

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

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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.

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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. Join me for my 60-minute webinar, How to Motivate Customer Service Employees.

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