Myra Golden

APRIL 11, 2023

With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Myra Golden

JANUARY 4, 2017

Live Guided Webinars with Myra Golden. People generally perform better when they get feedback. And here’s a perfect example of how helpful feedback is. Cameras back then didn’t give us immediate feedback. But today, we all get much better pictures, on our phones and on our cameras, because we get immediate feedback.

Feedback 45

Feedback How To Examples Customer Experience Design 45

Myra Golden

APRIL 2, 2019

Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down. You’ll be nervous about leading them and giving constructive feedback.

Leadership 79

Leadership Feedback Training Management 79

Myra Golden

JANUARY 4, 2017

Live Guided Webinars with Myra Golden. People generally perform better when they get feedback. And here’s a perfect example of how helpful feedback is. Cameras back then didn’t give us immediate feedback. But today, we all get much better pictures, on our phones and on our cameras, because we get immediate feedback.

Feedback 40

Feedback How To Examples Customer Experience Design 40

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

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Yes, I’m serious. Monitoring Sans Coaching.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

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. Without feedback, there really is no value in recording calls. Here are the details on this webinar.

Training 45

Training Feedback Measurement Tips 45

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 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.” Here are the details on this webinar.

How To 55

How To Comparison Contact Center Call Center 55

Myra Golden

JULY 12, 2019

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

Comparison 79

Comparison How To Contact Center Call Center 79

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.

Contact Center 45

Contact Center Video Measurement Feedback 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. Without feedback, there really is no value in recording calls. Here are the details on this webinar.

Training 40

Training Feedback Measurement Tips 40

Myra Golden

JULY 12, 2019

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.

Contact Center 45

Contact Center Meeting Feedback Video 45

Myra Golden

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. Let’s say you’re going to talk to an employee about her tone or attitude with customers. Use what I call KFD.

Meeting 73

Meeting Course Feedback Customer Experience 73

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.

Contact Center 40

Contact Center Video Measurement Feedback 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? Pre-empt escalations?

Exercises 51

Exercises Strategy Report Meeting 51

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 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.” Here are the details on this webinar.

How To 40

How To Comparison Contact Center Call Center 40

Myra Golden

JANUARY 14, 2019

I spent last week in Carpinteria filming two customer service courses. 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. Get agreement. ” Or this.

How To 53

How To Feedback Course Customer Experience 53

Myra Golden

DECEMBER 29, 2016

Coaching, Feedback, and Accountability. I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience. “I really do love your webinars, Myra. .” 10-person pass to Myra’s Customer Service eLearning Suite of 10 courses (a $999 value!).

Exercises 45

Exercises Training Hotels Course 45

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

APRIL 2, 2020

It’s fantastic that we can all support customers remotely. In my discussions with clients these days, I’m warning them to watch out for three things as they swiftly move into remote customer service. One of my team members was hosting a webinar for us from her home years ago for a big client, and her Internet kept dropping.

Tips 59

Tips e-support Call Center Interaction 59

Myra Golden

DECEMBER 29, 2016

Coaching, Feedback, and Accountability. I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience. Here’s What Full Access Gets You: You have access to Myra’s webinars for as long as you’re a member. Your Best Professional Year!

Training 45

Training Hotels Exercises Consulting 45

Myra Golden

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Join Me for My New “Managing to Eliminate Unacceptable Employee Performance or Behavior” Live Webinar! Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience.

Tips 92

Tips Hotels Course Training 92

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

JANUARY 5, 2017

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience. Let’s say you’re going to talk to an employee about her tone or attitude with customers. Use what I call KFD.

How To 55

How To Meeting Course Feedback 55

Myra Golden

JANUARY 5, 2017

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience. Let’s say you’re going to talk to an employee about her tone or attitude with customers. Use what I call KFD.

How To 55

How To Meeting Course Feedback 55

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

OCTOBER 4, 2016

Maintain employees’ esteem when giving constructive feedback so you protect the relationship and get behavior change. 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. Story highlights.

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. 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. Story highlights.

How To 40

How To Call Flow Exercises Feedback 40

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

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote).

Call Center 40

Call Center Contact Center Conference CRM 40

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. Most managers don’t give employees the constructive feedback they need to develop and grow. That technique is what I call Know, Feel, Do.

Contact Center 63

Contact Center Feedback Meeting Video 63

Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Imagine spending your entire day in conference calls, escalated calls with customers and returning calls! I created a task force of 4 customer service agents. Join me for my 60-minute webinar, How to Motivate Customer Service Employees.

Customer Service 76

Customer Service Call Center Contact Center Fashion 76

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

AUGUST 30, 2017

I’m here to deliver training on how to handle irate customers. I get to spend 4 hours this morning doing what I love: Teaching, sharing my energy, and engaging a roomful of people who have chosen to serve customers for a living. I enjoyed learning about the importance of body language when projecting confidence to customers.

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