CX Journey

NOVEMBER 24, 2015

Deliver a different experience to/for different people. Train for skills but hire for attitude You know the drill: Hire for attitude, train the skills. Happy employees are more likely to yield happy customers. Wouldn't it be cool if there was a tool to help your call center with a couple - if not all - of these?

Customer Service 80

Customer Service Call Center Case Study Customers 80

Storyminers

APRIL 24, 2018

It takes more than a well-crafted business design and some clever tech to make a guest and owner services business hum. With call center activity levels in the thousands of calls each day, here are a couple of things Vacasa does differently: A well-defined career path for customer-facing reps.

Case Study 100

Case Study Study Culture Guest Experience 100

Stella Connect

JUNE 5, 2017

Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience. The Revolution of Training – VOC Is Just a Click Away (Keynote).

Call Center 40

Call Center Contact Center Conference CRM 40

Myra Golden

MAY 13, 2019

No, you weren’t imagining perfect agents in the Zappos Call Center. But they could just as easily be your employees after skill training on how to calm down angry and agitated customers. Help your employees eliminate their fears and doubts about getting angry customers to back down. See the webinar outline.

How To 78

How To Call Center Training Customers 78

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

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

APRIL 8, 2019

It was a call center. I walked into a rope of problems with outdated technology, an understaffed team, low morale, queues that made my stomach flip, apathetic and downright rude customer service agents. We’ll send you a recording of the training the next business day. I didn’t even know where to begin.

Call Center 76

Call Center Management Training Report 76

Myra Golden

DECEMBER 17, 2015

This attitude problem is what drives customers to tweet and blog about a poor customer experience. In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

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 Contact Center Call Center Fashion 76

Beyond Philosophy

MARCH 23, 2016

Consider the damage caused by a Call Center Silo. A Call Center wants to process calls as fast as possible, so the members of that department focus on speed of call processing. Who wants a long call at the call center? The CCO would: Oversee the overall Customer Experience.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. 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. I don’t do this often enough. Welcome to __.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Myra Golden

AUGUST 8, 2018

Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa. This consultant, Sally Cox, had trained police officers to immediately assert their authority over situations.

Call Center 75

Call Center Consulting Video Training 75

Myra Golden

JANUARY 10, 2017

Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you you are asked to actively participate in each module and there are action items you take away. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you you are asked to actively participate in each module and there are action items you take away. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

NOVEMBER 27, 2017

Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. But, often a series of questions can sound like an interview.

How To 120

How To Call Center Video Training 120

Beyond Philosophy

APRIL 2, 2021

Faure-Field is an expert in sound and smell as part of the Customer Experience. Equal Strategy helps organizations use their Customer Experiences’ sounds and smells strategically. He shared with us why many Customer Experience design projects overlook sound and smell.

Hotels 117

Hotels Consulting Study Brands 117

CX Journey

NOVEMBER 10, 2015

Employee CX Assessment : What if we asked employees what they know about customers and the customer experience? If we don't listen, we'll never know anything about our customers' needs and desired outcomes. social media, call center data/feedback, voice of customer through employees) is an "always on" venture.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

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

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

Call Center 40

Call Center Training Video How To 40

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Open with a lead-in.

Customer Experience 52

Customer Experience Call Center Video Training 52

Myra Golden

AUGUST 29, 2019

So, don’t prime customers by dropping words and expressions that say there’s someone above you more capable of making decisions. Assert your authority with confidence, like I had my call center agents do when customers got upset about not being able to use a debit card to rent a vehicle. Continue the conversation with me?

Video 71

Video Communication Training Customers 71

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. Our call center set was so cool.

Call Center 45

Call Center Contact Center Course Training 45

Myra Golden

APRIL 5, 2023

How to train your call center agents on signposting If you manage a call center or team of phone representatives, it’s essential to provide training on effective signposting techniques.

Self Service 52

Self Service Call Center Tips Exercises 52

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. 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. I don’t do this often enough. Welcome to __.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

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

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. The choice is yours.

How To 55

How To Comparison Contact Center Call Center 55

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

Video 67

Video Course Training Customers 67

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. The next morning I had an out of office meeting and I didn’t make it into the call center until early in the afternoon. The concept was simple.

Call Center 40

Call Center Video Tips Course 40

Myra Golden

APRIL 2, 2020

I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium. It was embarrassing, and after three internet outages, she had to abandon the live online training! Will cars start?

Tips 59

Tips e-support Call Center Interaction 59

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. However, many employees need some training on it. Emotional intelligence (EQ) is critical to leadership.

Management 78

Management Leadership Conference Examples 78

Storyminers

JULY 29, 2016

For most B2C brands, the customer’s interactions with the organization’s team members are the ones that make or break the experience. Research has shown customers defecting in large numbers after being treated rudely or dealing with unknowledgeable staff. That feedback could come via surveys, of course.

B2C 124

B2C Customer Retention Brands Strategy 124

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

CSM Magazine

FEBRUARY 20, 2018

Data examined by AI can help businesses uncover patterns companies can use to create entirely new and monetizable services for customers. Increases contact center productivity. Enhances real-time agent training. Cameron Weeks is CEO of Sharpen , a contact center platform with an agent-first focus.

Customer Service 40

Customer Service Contact Center Call Center Training 40

Myra Golden

JUNE 25, 2018

To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those people on your systems and policies. These are the people who will do the best job for you.

Customer Service 94

Customer Service Policies Examples Customers 94