Last month I was in Montreal, installing my 3R Conversation Control System™ for a client's frontline team, when a contact center representative said something that stopped me mid-slide.
“I miss the password resets.”
The room laughed. Then it got very quiet, because everyone wearing a headset in
...
For twenty-five years I have watched the same scene on every contact center floor I have worked. A rep takes the hard call. She absorbs the frustration, steadies her voice, finds the policy, and earns back a customer the company nearly lost. Then the line clears, and her reward begins. The notes.
...Join Myra’s Inner Circle: Insights, Strategies, and Resources for Leaders Who Demand the Best.
Be the first to receive exclusive strategies, curated resources, and behind-the-scenes insights from Myra Golden—crafted for leaders who value excellence.
