COPC Inc. Shanghai Client Seminar a Huge Success


seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more. The seminar series will move on to Guangzhou and Chengdu later this year.

COPC Inc. Welcomes Clients to Beijing’s First 2019 Seminar Series


s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. This Beijing seminar is the first in a series planned for China throughout 2019.

IP Migration Seminars at PSA-TEC

Customer Interactions

If you’re going to PSA-TEC 2010 ([link] and want to learn about transitioning from analog to IP, please feel free to register and drop in on my three 90-minute sessions. The first is for more technical-oriented people who would like an objective view of what transitioning from analog to IP means, and the design options (and pitfalls) that are out there.

Relationships Left To Chance Will Always Be Vulnerable

The DiJulius Group

Hardy relates how, when he was young, a seminar about personal accountability in relationships transformed. One of my favorite books is The Compound Effect by Darren Hardy, which is based on the premise that decisions shape your destiny.

Event Survey Questions: 7 Questions You Must Ask Your Attendees


Plus, you’ll probably get a few rants and raves about the last event you hosted, which can be useful for optimizing your next seminar or convention. Like all feedback, event survey questions help you look objectively at the strengths and weaknesses of your conference or seminar.

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Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!


You can read the full article about the Specsavers Seminar here – it is worth doing so as the author describes a brilliant story of an apprentice, Amelia Kendrick, and how her actions demonstrate what John describes. Do your people ‘make’ your company?

Three Ways to Motivate Customer Service Employees

CSM Magazine

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. I keep things fresh at Myra Golden Seminars by regularly getting the team out for fun. We all go through times when we’re not feeling the whole work thing.

Here’s Proof That Anyone Can Be a Mentor

Steve DiGioia

We don’t need the throngs of people clamoring to one of our paid seminars to prove our worth and ability to help others. how helping those who reach out to you for advise is rewarding for both This original article was written by Steve DiGioia.

National League of Cities (NLC) | 15.-18.11.2017

Happy or Not

This year’s City Summit will offer seminars for building technical and leadership skills.

A Morning Shot of Customer Centricity with Hello Customer

Peter Lavers

WCL Customer Management is delighted to support Hello Customer for a breakfast seminar on September 10th with guest speaker, Daragh Kelly, Customer Intelligence Director at SKY IQ.

Enhance Your De-escalation Skills During Your Lunch Break!

Myra Golden

I have had the pleasure and the privilege of attending several seminars given by Myra Golden. Start looking for her name on the seminars you are offered and sign up. How to Handle Difficult Customers (with a focus on de-escalation). Training Length: 30 minutes, with knowledge checks.

Airport T.EX Exhibition

Happy or Not

You’ll find us at booth 130, right opposite to the Seminar A stage. We’re thrilled to be exhibiting at the Airport T.EX Exhibition 2018 in London. It’s part of Aviation Festival 2018 – world’s leading aviation business & technology congress & expo.

Digital Brick-and-Mortar: The 7 NRF Sessions For Seamless Retail Experience


There are a myriad of seminars, sessions, and keynotes to attend and defining your agenda can be a tad overwhelming. This year's BIG Show resonates a key theme repeated in session after session: It's a Digital World, and Retail Brick and Mortar live in it.

CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta

Customer Bliss

During this time, Antonio and his team crafted internal seminars and workshops based on 3 messages : What is customer experience? In addition to hosting seminars and workshops, Antonio spent time on the front lines seeing for himself what was a part of the problem.

4 Things I Learned From Taking My Daughter to Work With Me at LinkedIn Learning

Myra Golden

I usually tell my client that I’m bringing my family with me on trips because I like to have my daughter attend seminars to see what I do. For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech.

6 Tips to Planning The Perfect NPS Program


Your boss and your boss’s boss just came from a seminar on Net Promoter Score (NPS) and want you to implement an NPS program this week. You want to show them that not only are you on top of their request, but you can give them the results they are looking for — customer retention and growth. It’s tempting to simply download your customer list and send out a single NPS survey, but a rock-solid NPS program is much more than a single survey.

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Making Customer Feedback Actionable - How Can AI Help?


We recently talked about this topic in a breakfast seminar hosted by Sininen Meteoriitti. In many companies, customer experience is measured, but the results are not actionable.

How to De-escalate Angry or Agitated Customers

Myra Golden

Member Benefits: Unlimited attendance to Myra’s live web seminar series for one year. Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor.

Guest Blog: Converting Customers To Die Hard Fans


The next morning we gave away our online sales program at no cost to everyone who was participating in our live seminars. This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans.

How to De-escalate Angry or Agitated Customers

Myra Golden

Member Benefits: Unlimited attendance to Myra’s live web seminar series for one year. Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor.

Start. Stop. Continue — three Powerful Words for Goal-Setting, Process Improvement, and Self-Improvement.

Myra Golden

After every major project we take on at Myra Golden Seminars, I sit down and ponder Start, Stop, Continue. I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue.

Digital Feedback: Why you’re probably doing it wrong


Because getting digital feedback is so important to CX professionals, we’ll be sharing best practices for measuring the digital customer experience in an exclusive web seminar hosted by CRMXchange titled “The Five Keys to Improving Customer Experience with Digital Feedback” on April 20 at 1 p.m.

How Long Will It Take You to Talk to Us About Soft Skills Training?

Myra Golden

I have been through other customer service related seminars and Myra’s by far was the best I have ever completed! • Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day.

5 Customer Service Lessons From the Mall of America

CSM Magazine

As I held a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. It was an awesome learning experience to reinforce the principles of the seminar.

6 Consumer Trends To Fuel Your Future Customer Experience

Kerry Bodine

I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX innovation efforts: Dynamic pricing.

6 Customer Service Facts for Every Business

Steve DiGioia

After all the money is spent, the seminars are attended and advice books read, what’s left? you won't be successful without them. This original article was written by Steve DiGioia.

Casual sexism is alive and kicking in UK boardrooms

Helen Dewdney

Only a day after International Women’s Day, at a Retail Week seminar entitled “How to become a non-exec director”, one was left wondering what role women had as non-executive directors. During the seminar John Allan, chair of the Tesco board, made remarks about white men becoming an endangered species. I was at that seminar. Tesco Board chair not the only 1 doling out the casual sexism in Retail Week seminar Click To Tweet.

Why should you use the Cross Tabulation survey analysis


A good example is illustrated below: You wish to see how Managers, Executives, and Interns compare to one another in answering the question about attending next year’s seminar.

Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?


At conferences, workshops and seminars that I have the honour of delivering all over the world, I always remind people that at the end of the day, we are all customers in our own right. Let me set a couple of things straight before I even start this blog post.

New listings–COPC Inc. Global Events Calendar


This seminar, jointly hosted with the Auscontact Association, will be held on June 14 in Sydney and June 15 in Melbourne. If you have an interest in moving your contact center beyond the traditional speed and efficiency metrics, this seminar will introduce you to some of the practical analytical approaches which are being used around the world by high performance organizations. Featured Event: May 22-25, 2017. CX17, Indianapolis, IN.

Customer Retention in Banking: Strategies to Get You Started


Whether you’re simply offering financial advice or partnering with company executives to set up workshops, lunch-and-learn sessions, or seminars, financial wellness is a great platform for retaining current clients and acquiring new ones. Bank Customer Retention: Why It Matters.

COPC Inc. Global Events Calendar


Breakfast Seminar, Auckland, New Zealand. and the Contact Centre Institute of New Zealand will be holding a Breakfast Seminar. Featured Event: February 6 – 8, 2017. Customer Response Summit Las Vegas . COPC Inc. will be participating at the the Customer Response Summit, an exclusive three-day event for customer experience executives hosted by Execs In The Know. At the event, COPC Inc.

Five Ways Retailers Can Use Events to Increase Loyalty and Revenue


In 2018 Arc’teryx Academy hosted a four-day immersive experience bringing together outdoor enthusiasts through expert-led clinics, seminars, and movies. Fostering a community with your customers is key to brand loyalty. Your best customers likely expect community.

Everything Contact Center Managers Need to Know About Quality Call Center Monitoring – On-Demand Video

Myra Golden

Join us for this encore presentation of a blockbuster seminar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program. Your seminar has given me the tools to build {a} new incentive program.

How to Enhance Your Status in Your Customer’s Eyes

CSM Magazine

As I teach to sales and service teams in my Becoming a Trusted Advisor seminars, our goal is to position ourselves – not as higher or lower status – but equal in status to the customer.

Call & Contact Expo 2018 – Grab Your Free Ticket!

CSM Magazine

Running alongside four other industry-leading events and boasting an unparalleled lineup of 700 cutting-edge supplier exhibitors, 200 interactive masterclasses and 500 expert-led seminars overall – Call & Contact Centre Expo will attract an audience of over 4,000 directors, consumers and decision makers. Thousands of call centre, customer contact and telemarketing professionals will flock to London’s ExCeL in March to get a glimpse at the future of the industries.

Portland’s Top-Rated Lyft Driver’s Best Pick-Up Line


This upbeat bearded man in a leather jacket — beaming with enough positive energy to channel a Tony Robbins seminar (let’s call him “Chris”) looks back and with a little pep in his voice says, “Welcome to My Car!”. So, a few months ago I had a bad day. I entered what was the busiest season of my 30s, and Portland entered the beginnings of its crazy-making stretch of rainy-grey-sky-bummer weather.