Myra Golden

APRIL 5, 2023

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.

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Call Center Customer Service Representative Healthcare Sales 52

Myra Golden

JULY 29, 2019

If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job. I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars.

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Seminar Customer Service Call Center Customers 61

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is keeping you up at night.

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Call Center Customer Experience Contact Center Download 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.

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Call Center Customers Article Customer Service 120

Myra Golden

APRIL 28, 2021

Contact center training should include the use of teams to help your remote agents answer questions quickly. Customers want the sense that call center agents are knowledgeable enough to offer the support they need without excessive hold times. Model the desired behavior. Every moment is an opportunity to learn.

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Customer Service Contact Center Customer Service Training Call Center 105

Myra Golden

FEBRUARY 3, 2017

Now, the hotels.com call center is telling me that because they couldn’t help my hotel in Baltimore sort out a problem, they are removing my earned rewards? Pretty quickly in the interaction, I asked to speak to a manager. The number one thing customers want is help. So, I said, “May I please speak with your manager?”.

Hotels 60

Hotels Management Rewards Programs Travel 60

Myra Golden

DECEMBER 17, 2020

Still, to maintain that control, you’ll have to ask closed-ended questions that require the customer to go to the left-brain// to “retrieve” the answer. You’ll need to ask questions that require your customer to use analytical thinking, recall, or look up something. Here’s an example. These are the questions my employees asked.

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Call Center Communication Management Customer Experience Design 116

Beyond Philosophy

MARCH 12, 2015

Have you ever abandoned an online chat because it was taking too long so you could sit on hold for five minutes or more with a call center. What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel.

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CEM Customer Centricity Customer Experience Management Customer Retention 166

Interactions

JUNE 18, 2020

Agent experience is the entirety of every touchpoint that a contact center agent encounters during their workday and with the company for whom they work. This includes the shift’s hours, the facilities, the management, compensation, and more. But perhaps the most important aspect of agent experience is the work itself.

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Technology Contact Center Virtual Agent Call Center 71

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. Then I went home.

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Call Center Books Customer Service Customer Experience 53

Myra Golden

JUNE 21, 2019

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. What Viewers of This Video Are Saying.

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Management Customers Customer Experience Call Center 84

Myra Golden

NOVEMBER 15, 2016

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. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. No, these people were 2 of my employees.

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Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

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. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. No, these people were 2 of my employees.

Call Center 76

Call Center Workshop Customers Insurance 76

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 had my supervisors meet with me on a regular basis to check, adjust, or determine by comparison with each other the standards set forth by our call center.

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Webinar Contact Center Call Center Reference 79

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough.

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Customer Service Call Center Customer Service Training Customers 61

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. Ok, where is this going? Rather, we tend to remember flagship moments: the peaks, the pits, and the transitions.

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Brands Hotels Magazine Leadership 45

Heart of the Customer

DECEMBER 4, 2014

Related posts: Create Better Customer Outcomes through Journey Mapping Workshops This post was originally shared through the ICMI (International Customer Management Institute) newsletter. —————- Call center managers have seen it before. Customers form an.

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Customer Journey Mapping Workshop Customer Journey Culture 89

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. In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start?

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E-support Call Center Webinar Interaction 59

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough.

Customer Service 56

Customer Service Call Center Customer Service Training Customers 56

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. As a result, managers struggle to support their employees who become increasingly frustrated with difficult processes and demanding KPIs.

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Customer Service Contact Center Call Center Customers 40

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.” Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance.

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Webinar Contact Center Call Center Events 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.” Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance.

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Webinar Contact Center Call Center Events 55

Storyminers

APRIL 24, 2018

Businesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention. BUSINESS DESIGN. Vacasa delivers a great guest experience.

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Culture Books Guest Experience Hotels 40

Storyminers

DECEMBER 22, 2017

And those organizations that do, often manage the process of getting staff to manage customer related issues manually. Employees who feel they are in control of their own customer experience outcomes are more likely to feel engaged with overall objectives and improve performance.

Customer Experience 55

Customer Experience Multi-Channel Customers Feedback 55

Comm100

AUGUST 1, 2018

This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part. Customer service is evolving rapidly, call center agents reading from the same script are no longer the definition of good customer service. after over 5000 rides.

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Article 2018 Customer Experience Social Media 40

Storyminers

JULY 11, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? I had the opportunity to peek at the future when I attended the CRM 2016 event produced by SAPInsider at the Las Vegas Convention Center in March as an analyst (no fee, no favors). Business profitability first.

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2016 B2C Technology Events 60

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). Celika Caldwell.

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Call Center 2017 Contact Center Chief Customer Officer 40

Michelli Experience

MARCH 25, 2016

Infinit-O ) , an ISO-certified BPO company that caters inbound call center, finance and accounting and healthcare outsourcing to SMEs. One thing’s for sure, it’s a tool that modern companies should be taking advantage. _. Alleli Aspili is a Senior Specialist for Business Development in Infinit Outsourcing, Inc.

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Entertainment Customer Service Social Media Healthcare 45

Myra Golden

FEBRUARY 4, 2023

Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily. But if your customers don’t feel you get it, it will be harder for you to manage the call. So, you must make customers feel heard and understood.

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Contact Center Average Handle Time Healthcare Presentation 52

Myra Golden

JUNE 2, 2016

This video is about How to Preempt an Escalation to a Supervisor or Manager using Myra’s Verbal Aikido techniques participants learn in Myra’s Verbal Aikido workshop. Customer Experience Designer & Professional Speaker. Myra Golden. Myra Golden Media.

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Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience. Examine why you don’t want to flat out refuse to let a caller speak with a manager.

Contact Center 40

Contact Center Events 2016 Webinar 40

Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience. Examine why you don’t want to flat out refuse to let a caller speak with a manager.

Contact Center 40

Contact Center Events 2016 Webinar 40

Myra Golden

FEBRUARY 14, 2019

Customers are still upset. But they accept the employee’s word without escalating in aggression or asking to talk to a manager. Muttering “because,” giving a reason, and then topping the explanation with a sense of urgency gets customers to agree by a double-digit percentage increase.

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Insurance Workshop Webinar Customers 82

CX Journey

NOVEMBER 10, 2015

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. We should take a methodical approach to surveys, but listening through other channels (e.g.,

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Government Roadmap Culture Customer Journey Mapping 64

Myra Golden

DECEMBER 17, 2018

But, if a customer thinks you don’t care about their problem; that you are dismissing them, it becomes so much harder for you to work with them. In my example, I felt the office manager was indifferent. If your customer thinks you don’t care, they tend to talk or rant more, become more difficult, and escalation is likely.

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Workshop Customers Customer Service Management 85

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

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Customer Service Customers Communication Interaction 94

Myra Golden

DECEMBER 9, 2016

I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club. Experience “How to Rock Your Customer Service Job” .

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Customer Service Customer Service Training Customer Confidence Customers 53