Myra Golden

JANUARY 23, 2017

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. I may not have the bubbly tone like Tammy, but I’m good with customers.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” Here are the details on this webinar.

Webinar 55

Webinar Contact Center Call Center Events 55

Myra Golden

JANUARY 23, 2017

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. I may not have the bubbly tone like Tammy, but I’m good with customers.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” Here are the details on this webinar.

Webinar 55

Webinar Contact Center Call Center Events 55

Myra Golden

JANUARY 25, 2017

So often I find that supervisors don’t monitor and coach consistently and if they are consistent with recording calls, they aren’t always strong and confident in giving constructive feedback. Without feedback, there really is no value in recording calls. Here are the details on this webinar. Get Some Ideas and Plans.

Webinar 45

Webinar Events Download Feedback 45

Myra Golden

JANUARY 25, 2017

So often I find that supervisors don’t monitor and coach consistently and if they are consistent with recording calls, they aren’t always strong and confident in giving constructive feedback. Without feedback, there really is no value in recording calls. Here are the details on this webinar. Get Some Ideas and Plans.

Webinar 45

Webinar Events Download 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. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Get Some Ideas and Plans.

Contact Center 45

Contact Center Webinar Events Measurement 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. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Get Some Ideas and Plans.

Contact Center 45

Contact Center Webinar Events Measurement 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. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy.

Contact Center 45

Contact Center Webinar Feedback Management 45

Stella Connect

JANUARY 4, 2022

Rather, keeping a pulse on how your agent is performing (which can inform how they’re likely going to respond to your feedback), and how they’re going to create actionable change in their behavior as a result, is another critical part of coaching. But that doesn’t mean overlooking the agent as an individual in any way. Keep it simple.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Stella Connect

APRIL 17, 2018

Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. Feedback should be clear and succinct so it’s easy to digest. Be sure to balance periodic one-to-many training sessions with daily 1:1 feedback from managers. Use firsthand, specific, timely data.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Two years ago, the Association launched its own certification program, the CCXP, i.e., Certified Customer Experience Professional. Again, the association is member-driven.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Stella Connect

APRIL 17, 2018

Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. Have a specific purpose for each customer service coaching session. Feedback should be clear and succinct so it’s easy to digest. Incorporate customer feedback into training.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40