CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. As those of you know who have attended previous webinars, our goal is a simple one.

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Webinar 2010 E Commerce Presentation 40

Myra Golden

JULY 12, 2019

Read the webinar outline and signup!

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Webinar Customer Experience Design Customer Experience Customers 45

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. It makes customers real.

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Webinar Presentation 2002 Consulting 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. It makes customers real.

Webinar 40

Webinar Presentation 2002 Consulting 40

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Extended Q&A.

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Webinar Customers Customer Service Customer Confidence 91

Experience Matters

OCTOBER 15, 2015

Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. ” Customer experience is all about people (human beings!) Behavioral Guide to Customer Experience Design (report).

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2015 Webinar Customer Experience Design Customer Experience Management 118

NICE inContact

JULY 30, 2019

Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind.

Feedback 55

Feedback Contact Center Webinar Customer Experience Design 55

Myra Golden

JULY 12, 2019

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. Even if you can’t attend, get the recording. We send it out the very next day.

Webinar 79

Webinar Contact Center Call Center Reference 79

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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Webinar Contact Center 2019 Feedback 66

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! By taking these steps, you can take your contact center to the next level and deliver exceptional service to your customers. The webinar is free.

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Contact Center Average Handle Time Exceptional Customer Service Webinar 52

Myra Golden

JANUARY 23, 2017

On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details on this webinar. My webinars are famous for actionable take-aways. Even if you can’t attend, get the recording. We send it out the very next day.

Webinar 55

Webinar Contact Center Call Center Events 55

Myra Golden

JANUARY 23, 2017

On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details on this webinar. My webinars are famous for actionable take-aways. Even if you can’t attend, get the recording. We send it out the very next day.

Webinar 55

Webinar Contact Center Call Center Events 55

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. . If you need help with calibration, jump on my August 9th webinar where I discuss calibration in detail. . Here are the details of this webinar.

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Contact Center Webinar Workshop Feedback 51

Beyond Philosophy

MAY 1, 2017

While organizations are starting to accept that customers buy emotionally, 3.2 Many organizations have not defined the particular feeling that they wish to evoke with their customer experience (a huge mistake), 2.8 Imperative 2: Embrace the all-encompassing nature of customers’ irrationality. out of five. out of five.

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Customers Webinar Loyalty Customer Experience 133

Myra Golden

JANUARY 25, 2017

Here are the details on this webinar. In this action-packed event, we’ll cover the following: The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! My webinars are famous for actionable take-aways. I’ll be sharing real monitoring forms that get results. Special Offer!

Webinar 45

Webinar Events Download Feedback 45

Myra Golden

JANUARY 25, 2017

Here are the details on this webinar. In this action-packed event, we’ll cover the following: The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! My webinars are famous for actionable take-aways. I’ll be sharing real monitoring forms that get results. Special Offer!

Webinar 45

Webinar Events Download Feedback 45

Myra Golden

MAY 13, 2019

On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down. See the webinar outline.

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Webinar Call Center Customers Customer Experience Design 78

Myra Golden

AUGUST 5, 2019

After painting the picture of where they want to be and imagining how companies they see as fantastic with the customer experience would handle a similar issue, I guide my clients in planning their best customer experience. On August 9th I am hosting a webinar, Quality Form Development & Coaching.

Customer Experience 45

Customer Experience Webinar 2019 Customers 45

Myra Golden

JANUARY 17, 2017

On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” In this webinar I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms from companies like Zappos and even forms I have designed for my own clients, and we explore scoring, and the best monitoring methods.

Contact Center 45

Contact Center Webinar Events Measurement 45

Myra Golden

JANUARY 17, 2017

On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” In this webinar I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms from companies like Zappos and even forms I have designed for my own clients, and we explore scoring, and the best monitoring methods.

Contact Center 45

Contact Center Webinar Events Measurement 45

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Webinar Innovation 40

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Webinar Innovation 40

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Webinar Innovation 40

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

Customer Service 84

Customer Service Webinar Events Customers 84

Beyond Philosophy

AUGUST 4, 2015

What they discovered in their Customer Experience Improvement journey was that selling was important, but making sure the Customer felt good about the sale was just as important, if not more important. RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market.

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Culture Sales Net Promoter Score Customer Centricity 159

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.

Customer Service 105

Customer Service Contact Center Customer Service Training Call Center 105

Myra Golden

APRIL 2, 2019

On Friday, April 12th I’m facilitating a webinar we’re calling “Everything You Need To Know About Transitioning From Employee To Supervisor.” ” If you’re a new supervisor, join me and I’ll tell you everything you need to know about transitioning from employee to supervisor in This 60-Minute Webinar.

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Webinar Leadership Feedback Management 79

Myra Golden

JULY 12, 2019

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 exclusive webinar. Here are the details of this webinar. You want to make quality monitoring easy for the supervisors and easy to grasp for your employees.

Contact Center 45

Contact Center Webinar Feedback Management 45

Myra Golden

OCTOBER 11, 2016

Jomar’s excellent example gave me the idea to do a webinar on how I help my clients deliver the best chat experience. 4 Easy Steps to Designing the Very Best Chat Experience, So Your Agents Can Handle Chat Twice As Fast, With Half the Effort. A one-hour webinar with Myra Golden. Just like Jomar did for me.

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Webinar Workshop Events Connections 45

Myra Golden

OCTOBER 11, 2016

Jomar’s excellent example gave me the idea to do a webinar on how I help my clients deliver the best chat experience. 4 Easy Steps to Designing the Very Best Chat Experience, Twice As Fast, With Half the Effort. A one-hour webinar with Myra Golden. Take a look at my full webinar outline. So, I’m doing it!

Webinar 45

Webinar Workshop Events Connections 45

Myra Golden

MAY 13, 2019

On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down. See the webinar outline.

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Webinar Communication Customers Interaction 68

Myra Golden

FEBRUARY 14, 2017

In this week’s professional development event, my De-escalation webinar , I’m going to open with a video clip from Jack Nicholson’s Five Easy Pieces. The clip shows Jack Nicholson’s character trying to customize a sandwich from the menu. I’m sharing this clip to set the tone for the de-escalation webinar.

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Webinar Workshop Events Hotels 77

Myra Golden

JUNE 2, 2016

Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. . A tip discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below in this 2-part video. August 10, 2016 1:00pm ET – 2:00pm ET. 299 per organization. Register Now.

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Contact Center Events 2016 Webinar 40

Myra Golden

JANUARY 28, 2019

For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar. Join me and I’ll give your customer service employees the power to get any customer to back down.

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Books Webinar Entertainment Communication 55

Myra Golden

JULY 15, 2019

Using these steps (ALL of them), you’ll launch a quality program that positions your organization to improve the soft elements of service – the sound, flow, and feel, so that your employees are fully prepared and inspired to express the soul of your brand, and assured in their ability to handle challenging customers.

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Beyond Philosophy

MARCH 4, 2019

You can also identify how the customer is feeling during that interaction with the employee and how they felt when they leave. In a digital experience, you can record a customer having the existing experience, like booking an appointment online or buying a product to see how they feel throughout.

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2005 Measurement Consulting Technology 102

Myra Golden

NOVEMBER 2, 2016

Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

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Workshop Webinar Customer Experience Customer Service 67