INDUSTRY INSIGHTS YOUR PEERS ARE READING
Your Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance. Workshop participants apply proven techniques to: • solve service problems. MORE
The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. And then bring one of our fun, engaging workshops to your company. MORE
In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed. MORE
“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […]. Speech analytics call center call center technology contact center speech analytics MORE
Last week I facilitated a team building workshop for one of my favorite clients. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me. We spent the rest of the workshop discussing the exercise. MORE
This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Blog Customer Experience Featured coaching evaluation improvement linkedin strategy workshops MORE
First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” MORE
I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! The “3-Step De-escalation Method” online workshop is just $199. MORE
Last April 10, 2012, Novare Technologies organized and facilitated a workshop with partner, Teleopti, entitled Teleopti: The Next Generation Workforce Management Workshop, held at the Makati Shangri-La Hotel MORE
For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. MORE
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” So the best way to secure positive results from any workshop is for employees to answer all three questions with a resounding YES! MORE
Senior leaders have participated in Service Excellence Workshop and have learned to apply selected UP principles. Quarterly workshops, webinars or conference calls with UP! Senior leaders are involved in the nomination, interview, and selection of Workshop Leaders. At UP! MORE
Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools. Customer experience Events MORE
Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. MORE
Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. MORE
We do an exercise in our customer service workshops. App Customer Care Customer Service Strategies approach to systems and processes customer complaints customer service workshopsThe other day I was at my hotel waiting for my client to pick me up for a meeting. MORE
In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” I have my workshop participants go through this exercise for at least ten issues. MORE
In two months, I’ll fly out to Montreal to facilitate the workshop. Asking my clients what their single most significant challenge is, forces them to hone in on what keeps them up at night, and it tells me exactly where to focus in my workshop. MORE
If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map? MORE
” I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. MORE
I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. MORE
The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. And then bring one of our fun, engaging workshops to your company. MORE
We have been perfecting a CX framework we want to share with you at our 2-day live workshop. I would like to invite you and your team to join us at the workshop. Customer Experience Customer Service workshop“Water is wet! Customer Experience is good!”. MORE
Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening". On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. MORE
For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. MORE
You can take the three easy steps I teach in my workshops to keep some customers from escalating. Let’s say have a customer who right out of the gate demands to talk to a supervisor. Recognize/Acknowledge. MORE
Coincidently, the report came out just a few weeks after my first PSIM workshop. This year I''ve been invited to conduct a PSIM workshop at PSA-TEC, on May 6th at 9 am. Click on the video below to get a sneak-peek at what these workshops are all about. MORE
” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. The workshop has a simple agenda, examining how attendees can improve humanity: As Individuals As CX professionals As a collective CX community For those of you who have not been able to Read More. MORE
CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. MORE
Recently, I have been talking to many customers about data center resiliency as part of ConvergeOne’s Data Center Foundation Workshops. MORE
Normally a CX expert is drafted in and a workshop created for the key stakeholders. You may use a consultant to help facilitate the workshop and even help draft a plan, however it is more likely that you will know more about your industry and customers that he or she does. MORE
Have you ever checked out my onsite training workshops? Here’s what a recent client had to say about my training: Myra delivered two full-day workshops for us, and we could not be more pleased. Yesterday I delivered a full-day of soft skills training to a new client in Denver. MORE
Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. MORE
Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Selection Guidelines. Workshop Leader Selection Guidelines. MORE
A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read? MORE
It has now been about half a year since I moderated my first PSIM workshop. When we first came up with the concept of the workshops, we knew we didn’t want to do the typical roadshow with sales presentations and product demos. Coincidently, the report came out just a few weeks after my first PSIM workshop. One of the great things about the workshop format is it is entirely customizable and flexible. The workshop is 5% presentation and 95% discussion. MORE
In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning. MORE
All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. I’m working with a utility company in the northeast. MORE
Join Ron Kaufman for a full-day “The Secrets of Superior Service” workshop in Mauritius on 30 October 2018. Service Culture build a stronger service culture improve service performance Mauritius public workshops The Secrets of Superior Service MORE
Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Selection Guidelines. Workshop Leader Selection Guidelines. MORE
Online workshops are usually 10-14 short video modules. This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” MORE
Workshop Related Topics 
Up Your Service
APRIL 22, 2018
Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Selection Guidelines. Workshop Leader Selection Guidelines.
Customer Experience Matters
SEPTEMBER 24, 2018
” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. The workshop has a simple agenda, examining how attendees can improve humanity: As Individuals As CX professionals As a collective CX community For those of you who have not been able to Read More.
Myra Golden Media
APRIL 26, 2018
Last week I facilitated a team building workshop for one of my favorite clients. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me. We spent the rest of the workshop discussing the exercise.
Up Your Service
APRIL 22, 2018
Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Selection Guidelines. Workshop Leader Selection Guidelines.
Contact Center Pipeline
APRIL 11, 2018
“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […]. Speech analytics call center call center technology contact center speech analytics
teleopti
OCTOBER 9, 2018
Last April 10, 2012, Novare Technologies organized and facilitated a workshop with partner, Teleopti, entitled Teleopti: The Next Generation Workforce Management Workshop, held at the Makati Shangri-La Hotel
|
CX Journey
NOVEMBER 17, 2015
Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015.
Customer Experience Matters
JUNE 28, 2017
Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools. Customer experience Events
Up Your Service
NOVEMBER 5, 2015
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” So the best way to secure positive results from any workshop is for employees to answer all three questions with a resounding YES!
ShepHyken
MARCH 21, 2017
First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?”
360Connext
FEBRUARY 9, 2018
If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map?
|
Customer Interactions
MARCH 14, 2013
Coincidently, the report came out just a few weeks after my first PSIM workshop. This year I''ve been invited to conduct a PSIM workshop at PSA-TEC, on May 6th at 9 am. Click on the video below to get a sneak-peek at what these workshops are all about.
Customer Interactions
DECEMBER 14, 2012
It has now been about half a year since I moderated my first PSIM workshop. When we first came up with the concept of the workshops, we knew we didn’t want to do the typical roadshow with sales presentations and product demos. Coincidently, the report came out just a few weeks after my first PSIM workshop. One of the great things about the workshop format is it is entirely customizable and flexible. The workshop is 5% presentation and 95% discussion.
Up Your Service
SEPTEMBER 9, 2018
Join Ron Kaufman for a full-day “The Secrets of Superior Service” workshop in Mauritius on 30 October 2018. Service Culture build a stronger service culture improve service performance Mauritius public workshops The Secrets of Superior Service
360Connext
AUGUST 14, 2017
This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Blog Customer Experience Featured coaching evaluation improvement linkedin strategy workshops
BetterXperience
OCTOBER 30, 2016
We have been perfecting a CX framework we want to share with you at our 2-day live workshop. I would like to invite you and your team to join us at the workshop. Customer Experience Customer Service workshop“Water is wet! Customer Experience is good!”.
ShepHyken
SEPTEMBER 19, 2018
We do an exercise in our customer service workshops. App Customer Care Customer Service Strategies approach to systems and processes customer complaints customer service workshopsThe other day I was at my hotel waiting for my client to pick me up for a meeting.
Callminer
JUNE 24, 2019
CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop.
Myra Golden Media
AUGUST 27, 2018
For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me.
Myra Golden Media
JUNE 13, 2017
Have you ever checked out my onsite training workshops? Here’s what a recent client had to say about my training: Myra delivered two full-day workshops for us, and we could not be more pleased. Yesterday I delivered a full-day of soft skills training to a new client in Denver.
Myra Golden Media
MAY 7, 2019
In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” I have my workshop participants go through this exercise for at least ten issues.
Myra Golden Media
JULY 2, 2019
For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me.
Myra Golden Media
JULY 2, 2019
I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! The “3-Step De-escalation Method” online workshop is just $199.
ConvergeOne
MAY 28, 2019
Recently, I have been talking to many customers about data center resiliency as part of ConvergeOne’s Data Center Foundation Workshops.
Callminer
JUNE 12, 2018
Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.
Callminer
JUNE 12, 2018
Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.
Up Your Service
JANUARY 7, 2018
Your Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance. Workshop participants apply proven techniques to: • solve service problems.
Myra Golden Media
DECEMBER 10, 2018
The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. And then bring one of our fun, engaging workshops to your company.
Myra Golden Media
JUNE 24, 2019
” I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers.
Myra Golden Media
APRIL 15, 2019
I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective.
Myra Golden Media
APRIL 1, 2019
You can take the three easy steps I teach in my workshops to keep some customers from escalating. Let’s say have a customer who right out of the gate demands to talk to a supervisor. Recognize/Acknowledge.
Myra Golden Media
DECEMBER 17, 2018
In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning.
Myra Golden Media
MAY 1, 2018
In two months, I’ll fly out to Montreal to facilitate the workshop. Asking my clients what their single most significant challenge is, forces them to hone in on what keeps them up at night, and it tells me exactly where to focus in my workshop.
Myra Golden Media
NOVEMBER 30, 2018
Online workshops are usually 10-14 short video modules. This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.”
Up Your Service
SEPTEMBER 6, 2018
Senior leaders have participated in Service Excellence Workshop and have learned to apply selected UP principles. Quarterly workshops, webinars or conference calls with UP! Senior leaders are involved in the nomination, interview, and selection of Workshop Leaders. At UP!
Myra Golden Media
OCTOBER 27, 2018
A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read?
Myra Golden Media
JULY 10, 2019
All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. I’m working with a utility company in the northeast.
Myra Golden Media
NOVEMBER 15, 2018
The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. And then bring one of our fun, engaging workshops to your company.
Myra Golden Media
SEPTEMBER 24, 2018
In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed.
Interaction Metrics
APRIL 21, 2019
Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening". On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A.
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