Myra Golden

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m a contact center supervisor who trains, yet I don’t have a training background. What advice can you give me? Be supportive.

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Training Customer Service Contact Center How To 105

Experience Investigators by 360Connext

JULY 28, 2020

Your customer experience strategy should aim to tie the customer experience design, measurement, insights and improvements with the desired organizational business outcomes. Creating a Customer Experience Habit means knowing what success looks like. Start with your company’s goals.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Myra Golden

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long.

Contact Center 52

Contact Center Consulting Course Customer Service 52

Myra Golden

JUNE 2, 2016

.” This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis. New hires who are inexperienced in handling aggressive and difficult customers. Employees who come across as aggressive or blunt with difficult customers. Call Control Using Conversational Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis. New hires who are inexperienced in handling aggressive and difficult customers. Employees who come across as aggressive or blunt with difficult customers. How to Handle Difficult Customers Using Verbal Aikido.

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Contact Center Training Customer Service Training How To 40

Interactions

JUNE 18, 2020

Therefore, it should be a big focus in the contact center. With this increase of AI and technology, it’s important to understand that the best results will come from strategically integrating technology in the contact center that works in synergy with live agents. What is agent experience? Here are three ways: 1.

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Technology Contact Center Virtual Agent Wait Times 71

Myra Golden

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). You can move customers out of venting, rambling, and storytelling using Reframing Statements. I’m listening, and I have an answer.

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Average Handle Time Tips Contact Center Video 104

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

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 Video Meeting Feedback 45

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

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.

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Omni-Channel Customer Care Self Service Wait Times 177

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

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. I may not have a 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.

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Comparison How To Contact Center Call Center 79

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

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.

Contact Center 84

Contact Center Training Interaction Meeting 84

Myra Golden

JUNE 23, 2020

. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” ” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever. Employees serving customers have pandemic pressures on all sides. So, what’s the solution?

Interaction 87

Interaction Contact Center Course Customer Experience 87

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. But how can they achieve this? Learn more about Balto AI’s solutions here.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

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!

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Customer Satisfaction Metrics Policies Measurement 76

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

Myra Golden

OCTOBER 26, 2016

To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S. One of the things I’m working on right now is how to find ways to relieve the stress contact center agents face on a daily basis. Dealing with the customer who demands to speak to your supervisor is stressful.

How To 88

How To Social Media Customer Service Representative Contact Center 88

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. Can you imagine how draining this must be?

Customer Service 76

Customer Service Contact Center Call Center Fashion 76

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. AI is a crucial part of improving both agent and customer experience.

Customer Service 40

Customer Service Contact Center Call Center Training 40

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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Call Center Contact Center Conference CRM 40

Myra Golden

SEPTEMBER 30, 2020

You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. I’d love to hear your thoughts on something I’m working on. Is this you?:

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Contact Center Interaction Customer Experience Management 59

NobelBiz

JUNE 6, 2021

Such questions will be answered through your customer journey mapping. Questions you should know Customer experience, whether you name it customer touchpoints, purchase journeys, engagement strategies, customer experience design, or just customer service, is very likely something every company is already doing.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

Myra Golden

FEBRUARY 10, 2023

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down!

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Average Handle Time Contact Center Customer Experience Design Customers 52

Myra Golden

MARCH 27, 2018

Online Training Customized For Your Company! Online training is completely customized to your objectives. For contact center clients, we like to review a random sample of phone calls to help us understand where you are today. We meet with you to learn about your challenges and your goals. Flexible output.

Course 63

Course Video Training Contact Center 63

Myra Golden

JANUARY 16, 2019

Bonus Takeaway: 9-Steps for Coaching Customer Service Employees In Contact Centers. A 6-Step Template For Exactly How to Address Unacceptable Behavior or Performance. An Easy 2-Step Conversation Starter for Talking About Smaller, Yet Important, Performance Issues. Join Me for This Webinar!

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Exercises Contact Center Video Meeting 66

Myra Golden

JANUARY 3, 2022

And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be. Returns and exchanges make things more complicated because customers making returns are more likely to be already unhappy. After the busy Christmas and Boxing Day shopping season, returns start.

Policies 59

Policies Contact Center Retail Course 59

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is a trusted industry voice for guidance on emerging contact center channels and technologies. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

AUGUST 27, 2016

To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S. One of the things I’m working on right now is how to find ways to relieve the stress contact center agents face on a daily basis. Dealing with the customer who demands to speak to your supervisor is stressful.

Social Media 69

Social Media Customer Service Representative Contact Center Customers 69

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

JANUARY 8, 2018

My popular video: How to Solve Your Biggest Problems with Coaching Contact Center Agents. 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. Most managers don’t give employees the constructive feedback they need to develop and grow.

Contact Center 63

Contact Center Feedback Video Meeting 63

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

CSM Magazine

AUGUST 22, 2019

Build, Retain and Empower the Ultimate 2020 Workforce: Streamline hiring and onboarding, augment your workforce with automation, knowledge systems and accurate sentiment analysis, and let workforce optimization guide you seamlessly into the future of contact center support. Senior Director, Customer Care, Hilton.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

Myra Golden

JANUARY 15, 2019

Ruins the whole experience.” I have respected Brad’s work in the contact center industry for years. ” Exactly. A highlight of my week at LinkedIn was running into Brad Cleveland, Senior Advisor, ICMI. It was an honor to stand with the guru himself.

Call Center 45

Call Center Contact Center Course Training 45

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.

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How To Comparison Contact Center Call Center 40