Myra Golden

APRIL 11, 2023

This could involve training on product knowledge, customer service skills, and communication techniques. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. My Customer Service Master Class might be a good fit for training on soft skills. The webinar is free.

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Myra Golden

JANUARY 4, 2017

Live Guided Webinars with Myra Golden. People generally perform better when they get feedback. And here’s a perfect example of how helpful feedback is. Cameras back then didn’t give us immediate feedback. But today, we all get much better pictures, on our phones and on our cameras, because we get immediate feedback.

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Myra Golden

JULY 12, 2019

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. On August 9 th I am hosting a webinar, Quality Form Development & Coaching. If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details of this webinar.

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Myra Golden

APRIL 2, 2019

Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down. You’ll be nervous about leading them and giving constructive feedback.

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Myra Golden

JULY 16, 2019

If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. . Employees expect and deserve feedback and guidance on their performance. On August 9 th, I am hosting a webinar, Quality Form Development & Coaching.

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Myra Golden

JANUARY 16, 2019

In my new Coaching Webinar , I’m giving you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything. In my Guided Webinar , I’m walking you through precisely how to execute each of these four steps. Join Me for This Webinar!

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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.

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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.

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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.

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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.

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Webinar Contact Center Call Center Events 55

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.

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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.

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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.

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Myra Golden

JULY 15, 2019

Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? ” Your employees deserve your time, discussion, feedback, praise, and guidance. Decide what’s best for your employees, customers, unique business, and for those who will give feedback.

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Myra Golden

DECEMBER 29, 2016

Coaching, Feedback, and Accountability. “I really do love your webinars, Myra. Unlimited attendance to Myra’s live webinars , and watch recorded webinars anytime – We sell our live and on-demand webinars a la carte for $299 each. Your Best Professional Year! ” Kristy L. ” James Stuart.

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Myra Golden

DECEMBER 29, 2016

Coaching, Feedback, and Accountability. Here’s What Full Access Gets You: You have access to Myra’s webinars for as long as you’re a member. New webinars announced via email to remind you to login and get your professional development and inspiration. “I really do love your webinars, Myra.

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Myra Golden

JANUARY 14, 2019

My Director and Producer cut several times to give me feedback – slow that down just a bit, talk like you’re having a one on one conversation, not like you’re in a lecture hall, more energy there. The endgame was for me to give viewers a fantastic learning experience, and that meant giving me some sharp feedback.

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Myra Golden

JANUARY 4, 2019

Consistent – You can’t give corrective feedback sometimes, and then other times turn a blind eye. Feedback to employees should follow what Douglas McGregor calls the Hot Stove Rule. Your employees need, and deserve, immediate feedback on their performance. Your feedback and discipline must be impersonal.

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Myra Golden

APRIL 2, 2020

In my discussions with clients these days, I’m warning them to watch out for three things as they swiftly move into remote customer service. One of my team members was hosting a webinar for us from her home years ago for a big client, and her Internet kept dropping. 3 Quick Tips for the Things That Will Go Wrong with Remote Workers.

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Myra Golden

JANUARY 15, 2019

Lacy, I need the harshness in your tone, the defensive attitude, and resistance to helping customers to go away immediately. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Together, let’s transform your approach to customers.”.

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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.

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Myra Golden

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Join Me for My New “Managing to Eliminate Unacceptable Employee Performance or Behavior” Live Webinar! Put the Responsibility for Improvement On the Employee. Be firm, but kind as you hand responsibility for improvement back to your employee.

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Myra Golden

OCTOBER 4, 2016

Maintain employees’ esteem when giving constructive feedback so you protect the relationship and get behavior change. Give constructive feedback in such a way that you build your employees up and maintain their esteem. I have help for both you and your employees when it comes to customer service performance improvement.

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Myra Golden

OCTOBER 4, 2016

Maintain employees’ esteem when giving constructive feedback so you protect the relationship and get behavior change. Give constructive feedback in such a way that you build your employees up and maintain their esteem. I have help for both you and your employees when it comes to customer service performance improvement.

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Myra Golden

JANUARY 5, 2017

Lacy, I need the harshness in your tone, the defensive attitude and resistance to helping customers to go away immediately. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Together, let’s transform your approach to customers.”

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Myra Golden

JANUARY 5, 2017

Lacy, I need the harshness in your tone, the defensive attitude and resistance to helping customers to go away immediately. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Together, let’s transform your approach to customers.”

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Webinar Feedback Interaction Customer Experience 55

Myra Golden

JANUARY 8, 2018

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. Most managers don’t give employees the constructive feedback they need to develop and grow. That technique is what I call Know, Feel, Do.

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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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Myra Golden

JANUARY 1, 2019

Lacy, I need the harshness in your tone, the defensive attitude, and resistance to helping customers to go away immediately. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Together, let’s transform your approach to customers.”.

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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.

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Myra Golden

AUGUST 30, 2017

A new eLearning client gave me feedback after their first week of taking my online customer service training. Here’s what some of the people at this company said: “Myra offered clear, useful information about how to deliver bad news to customers and diffusing customer anger by selecting words carefully.” . I’m blessed.

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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.

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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.

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Myra Golden

APRIL 17, 2017

I guided them in doing research, reading reviews, testing products, speaking with customers of products to get honest feedback. Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. I gave them the task of researching the best contact management systems.

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