Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Here’s the 8 Step Quality Program we use at Myra Golden Seminars.

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Contact Center Pipeline

FEBRUARY 20, 2018

Years ago, I devised a leadership seminar and much of the program’s focus was on communication. Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. We actually handed out relay race batons to illustrate the action of “handing off” information.

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Customer Service Life

MAY 31, 2018

I’ve also sat in seminars about quality assurance and observed one half of the room that thought their quality form was the bomb while the other half seemed to be perpetually searching for a better way to monitor their quality. The goal then becomes to affirm the areas where agents excel and coach the areas where they need improvement.

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