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. In essence, we need to build a strong cohesive team.”.

Customer Service 189

Customer Service Personalization Customer Experience 189

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. and Canada.

Customer Experience 79

Customer Experience 79

ShepHyken

SEPTEMBER 12, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 387

Customer Service Customer Experience Management 387

ScreenSteps Call Center

AUGUST 31, 2020

If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.

Call Center 52

Call Center Call flow Scripts 52

TCN

OCTOBER 27, 2021

The post TCN Sponsoring Women’s Workshop at 2021 Association of Credit and Collections Professionals (ACA) International Fall Forum appeared first on TCN. WHATThe Association of Credit and Collections Professionals (ACA) International 2021 Fall Forum is a Chicago-based.

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ShepHyken

AUGUST 5, 2020

This is similar to an exercise that we do in our customer service workshops. Here is something interesting related to the “how often” question in our workshops. What responses you get from Diane’s question or our workshop exercise will vary. We add one extra question: “How often does this happen?” This is just common sense.

Customer Service 413

Customer Service Customer Experience Management 413

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 Certification Program is a proven means to establish this capability inside your organization. Download UP!

Coaching 40

Coaching Education 40

ShepHyken

SEPTEMBER 19, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 223

Customer Service Customer Experience Coaching Management 223

ConvergeOne

DECEMBER 17, 2019

One of the new things we’re offering in 2019 is a Data Center Resiliency Workshop, which is a two-hour workshop we conduct with customers. I am fortunate to lead a team of highly talented Data Center Solutions Architects, and we’ve had a very busy year. We ask over 160 questions and evaluate eight technologies:

Technology 58

Technology 58

ShepHyken

AUGUST 29, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 320

Customer Service Sales Customer Support Customer Experience 320

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.

Management 48

Management Technology 48

Up Your Service

FEBRUARY 5, 2020

Join the Service Leadership Workshop. Service Leadership Workshop. The post Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith appeared first on Uplifting Service. And Gautam thought it was a fabulous idea. April 9 in Colombo. April 14 in Mumbai.

Coaching 52

Coaching Customer Service Best practices Customer Experience 52

ShepHyken

SEPTEMBER 5, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 236

Customer Service Customer Experience Customer Support Management 236

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 Certification Program is a proven means to establish this capability inside your organization. Download UP!

Coaching 40

Coaching Education 40

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. Stakeholder involvement means that we can ensure that each touchpoint has the appropriate individual or departmental ownership assigned to it.

Journey mapping 83

Journey mapping Customer Experience Feedback 83

Myra Golden Media

DECEMBER 8, 2020

” I’m sharing with you the very teaching from today’s workshop. In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy.

Customer Experience 317

Customer Experience 317

CCNG

SEPTEMBER 13, 2023

Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Customer Service 195

ShepHyken

MAY 30, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 406

Customer Service Customer Experience Wait times Marketing 406

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

Customer Service 334

Customer Service Personalization Management Customer Experience 334

Myra Golden Media

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this.

Customer Support 295

Customer Support Management Customer Experience 295

ShepHyken

AUGUST 16, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 296

Customer Service Customer Experience Personalization Management 296

Cisco - Contact Center

MAY 18, 2023

Seeing “ Let’s Go! ” in large letters, as the theme for Cisco Live US, reminds me of the soccer announcer’s “Gooooooooooaaaaaaaallllllllll” cry. This reminder excites me for the rest of Ted Lasso’s seas… Read more on Cisco Blogs

APIs 52

APIs 52

ShepHyken

AUGUST 8, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Experience 294

Customer Experience Customer Service Management 294

ShepHyken

JULY 4, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 340

Customer Service Customer Support Customer Experience Technology 340

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! Step One: Step Two: Step Three: I recently conducted a service excellence workshop.

Education 83

Education Finance Management 83

ShepHyken

SEPTEMBER 13, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. Copyright ©MMXII, Shep Hyken)

Customer Experience 190

Customer Experience Customer Service Gamification Technology 190

ijgolding

MARCH 14, 2017

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. Therefore, the company own the plan. Sounds simple right?

Customer Experience 59

Customer Experience Consulting Consulting Government 59

Myra Golden Media

DECEMBER 15, 2020

Much like my live digital workshops, I’ll ask my students to apply real situations they struggle with to the frameworks I guide them through. I created De-escalation Academy to mirror the content and customization of my live digital de-escalation three-hour workshops and to reach a wider audience. (I’m

Customer Experience 177

Customer Experience 177

Myra Golden Media

MARCH 22, 2023

I followed up my voicemail explaining, “Here’s what we know, here’s what we’ve done, and here’s what’s next,” the framework I teach in my de-escalation workshops. I wrote my client an official apology letter using the frameworks I teach in my workshops.

Customer Service 156

Customer Service Customer Experience 156

ShepHyken

MAY 24, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 349

Customer Service Customer Experience Personalization 349

ShepHyken

AUGUST 1, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 294

Customer Service Customer Experience Management 294

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry?

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Myra Golden Media

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

Customer Service 240

Customer Service Customer Experience 240

ShepHyken

JULY 11, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 296

Customer Service Construction Customer Experience Management 296

ShepHyken

JUNE 27, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 328

Customer Service Customer Experience Marketing 328

ShepHyken

MAY 16, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 309

Customer Service Customer Experience Advertising Sales 309

Myra Golden Media

SEPTEMBER 17, 2021

A workshop I’m facilitating in Tulsa in a few weeks is now online. We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. My son’s school reinstated mask mandates this week.

Customer Experience 328

Customer Experience 328