Myra Golden

APRIL 11, 2023

I did a live demo of Balto’s Real-Time Guidance in a webinar last year when I talked about my 3R De-escalation Method and contact center leaders loved it! This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy. The webinar is free.

Contact Center 52

Contact Center Average Handle Time Exceptional Customer Service Webinar 52

Stella Connect

JANUARY 4, 2022

OKRs can also help improve product testing, customer training webinars, corporate content, employee coaching and training programs, help center resources, and customer experience design. Exceptional Customer Service starts with hiring, training and empowering the right people.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Stella Connect

APRIL 17, 2018

Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Give the service agent the floor. Exceptional Customer Service starts with hiring, training and empowering the right people.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Stella Connect

APRIL 17, 2018

Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Encourage agents to assess their own performance and identify any barriers to improvement (time, customer service training, tools, etc.).

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40