Library of Recorded Events

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen, Project Manager
Carlson Hotels Worldwide

Past Event Recordings Immediately Available to Full Access Members (and available for individual purchase)

4 Easy Steps to Designing the Very Best Chat Experience, So Your Agents Can Handle Chat Twice As Fast, With Half the Effort

Live webinar with Myra Golden, Thursday, October 27th at 1pm ET (or get the recording)

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Managing to Eliminate Unacceptable Employee Performance or Behavior

All who supervise people will gain tactical insights to help them bring out the best in people at their worst – in such a way that doesn’t cause resentment.

We get the behavior we tolerate. Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. This supervisory training program was designed by Myra Golden to position supervisors and managers to assertively nip unacceptable performance in the bud using field-tested and proven intervention techniques.

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What I’ve Learned From the Zappos Contact Center

In this special webinar I share with you some of my biggest “Ah-ha” moments from my 10-year benchmark study of Zappos. We explore Zappos hiring, core values, quality monitoring and more.

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Quality Contact Center Monitoring

In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join me for this encore presentation of a blockbuster webinar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.

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How to Solve Your Biggest Problems with Coaching Contact Center Agents

It’s a fact. Most managers don’t give employees the constructive feedback they need in order to develop and grow. Some managers shy away from conflict. Perhaps they hope the problem will correct itself. Many fear getting a difficult to handle response from the employee. We never want to admit it, but some managers want to be “friends” with their employees and this “friendship” keeps them from the giving the constructive feedback their employees need. And then there are those who just wait until the annual performance review to lay it all on the employee.

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Stop Screaming at Me! – Special 60-minute customer service week broadcast.

You don’t have to get frustrated dealing with demanding, irate, or unreasonable customers and you don’t have to put up with verbal abuse and threats from customers.

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How to Handle Difficult Customers Using Verbal Aikido

5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations.

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Call Control Using Conversational Aikido

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

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Extremely Essential Skills for Chat Agents

Proven Strategies for Making Emotional Connections and Delivering an Outstanding Customer Experience Over Chat

To prepare for this training, I mystery shopped companies like Nordstrom, Zappos, QVC and to bring you the best –and worst – examples of customer service chat. I combined my fun mystery shop experience with my 5-year study of best practices of the chat customer experience.

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How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

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