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Submission: On August 24 via api from US — Scanned from DE
Effective URL: https://www.balto.ai/webinar-3r-de-escalation-method-for-contact-center-agents-myra-golden/?utm_medium=email&_hsmi=22...
Submission: On August 24 via api from US — Scanned from DE
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Get A Demo Watch Video Skip to content * ProductExpand * OVERVIEW -------------------------------------------------------------------------------- PRODUCT OVERVIEW Get an overview of Real-Time. INTEGRATIONS Integrate with the phone systems you trust. BALTO IN SPANISH Give spanish-speaking agents the support they need. PRODUCTS -------------------------------------------------------------------------------- REAL-TIME GUIDANCE Guide agents and measure what works. REAL-TIME QA Score 100% of calls in real time. REAL-TIME COACHING Alert managers and coach instantly. * Why Real-Time * SolutionsExpand * OVERVIEW -------------------------------------------------------------------------------- SOLUTIONS OVERVIEW Scale excellent conversations to your entire organization. BY USE CASE -------------------------------------------------------------------------------- SALES Empower agents to convert, save, and retain. CUSTOMER EXPERIENCE Communicate with customers in ways they love. COMPLIANCE Adhere to guidelines on every single call. QUALITY ASSURANCE Get record-breaking quality scores and real-time visibility. SPANISH Give bilingual agents the support they need. BY INDUSTRY -------------------------------------------------------------------------------- INSURANCE Win more quotes and expedite service calls. HOME IMPROVEMENT Set more appointments and crush objections. DIRECT TO CONSUMER Wow your customers and convert every call. COLLECTIONS Break collection records and always stay compliant. BPO Differentiate with unique insights and call quality. * ResourcesExpand * ALL RESOURCES -------------------------------------------------------------------------------- THE BALTO REAL-TIME INDEX BLOG CONVERSATION EXCELLENCE LAB RESOURCE HUB EXPLORE THE BALTO REAL-TIME INDEX THE #1 SOURCE FOR UP-TO-DATE CONTACT CENTER INSIGHTS. Learn More * Customers Get a Demo Get a Demo Toggle Menu LIVE WEBINAR Learn the 3 “R” De‑escalation Method for Contact Center Agents – with Myra Golden Tuesday, August 30 at 1 pm CDT Register Now Special Webinar Featuring Customer Service and De-escalation Expert Myra Golden Agents today are working with increasingly angry and emotional customers, making it harder to contain interactions and move conversations to closure and a successful outcome. Whether you’re interacting with customers daily or leading a support organization, this live session will provide your team with practical tips to bring down the temperature of your most challenging conversations. Join master de-escalator and longtime customer service expert, Myra Golden, for this special 45-minute webinar to learn her proven 3 “R” de-escalation method. In the webinar, Myra will share how to: * Combine tactical empathy with de-escalation maneuvers to make customers feel understood and to control the interaction. * Apply the reframing technique to positively position the response to customers so employees can move to containing the situation and maintaining control of the conversation. * Redirect interactions when customers are emotional or venting using the Topic Grab approach so employees are in the driver’s seat. * Walk away with a repeatable three-step framework to use directly or train support teams. REGISTER NOW 🗓 Tuesday, August 30 at 1 pm CDT UTM Source Can’t attend the webinar? No worries! Register now to receive the recording via email. MEET THE SPEAKER: MYRA GOLDEN Myra Golden is the founder of Myra Golden Seminars, LLC. She is a long time speaker and training partner to many Fortune 500 companies across the nation. She creates fun and engaging classes to teach her clients to give their customers the best possible experience. Myra’s engaging approach to customer service training is loved by her clients and many of her clients rave about her workshops. Her impressive resume includes many of the world’s biggest companies, like: McDonald’s, Coca-Cola, Frito-Lay, Walmart, Verizon Business, and many more. Myra has both her bachelor’s degree in psychology and her master’s degree in human relations. Before founding Myra Golden Seminars in 1999, Myra worked at Thrifty Car Rental as the Global Head of Consumer Affairs. Travel Agent Magazine hailed Myra a Top 100 Rising Star for leading her team to unprecedented customer recovery and customer loyalty in the hospitality industry. When she’s not lighting up the service world, Myra is likely reading a book that makes her see differently, sipping Ethiopian coffee, or writing poetry. Visit Myra’s Website DRIVE REVENUE WITH BALTO 35% More Conversions 65% Faster Ramp Time 75% More Payment Collections 47X Higher Close Rate Among New Hires Trusted by SEE WHAT OUR CUSTOMERS HAVE TO SAY: * Leaders * Managers * Reps “Balto is call center magic!” Randy Clapp CRO, Advantage “Balto is transforming the way in which contact center agents communicate while on the phone, which in turn leads to unbeatable customer experience and bottom-line impact.” Jim Dvorkin SVP, Customer Engagement, Ring Central “Balto gives us consistency. And now everyone is saying the most important things on their calls.” Courtney Reynaud President, CB USA “Our agents have an extra set of ears and are always provided the appropriate response. Balto doesn’t get tired.” Mark Poisson Director of AI, National General Insurance “Balto is call center magic!” Randy Clapp CRO, Advantage “Balto is transforming the way in which contact center agents communicate while on the phone, which in turn leads to unbeatable customer experience and bottom-line impact.” Jim Dvorkin SVP, Customer Engagement, Ring Central “Balto gives us consistency. And now everyone is saying the most important things on their calls.” Courtney Reynaud President, CB USA “Our agents have an extra set of ears and are always provided the appropriate response. Balto doesn’t get tired.” Mark Poisson Director of AI, National General Insurance “Balto is call center magic!” Randy Clapp CRO, Advantage * 1 * 2 * 3 * 4 “It’s like having a manager at the agents’ desks at all times” Contact Center Manager UGA Finance “Balto has improved my employees’ performance more than I could’ve imagined.” Heather Heisler Supervisor, Rent-2-Own “Balto gives us consistency. And now everyone is saying the most important things on their calls.” Martin To Sales Development Manager, American Homes 4 Rent “It’s like having a manager at the agents’ desks at all times” Contact Center Manager UGA Finance “Balto has improved my employees’ performance more than I could’ve imagined.” Heather Heisler Supervisor, Rent-2-Own “Balto gives us consistency. And now everyone is saying the most important things on their calls.” Martin To Sales Development Manager, American Homes 4 Rent “It’s like having a manager at the agents’ desks at all times” Contact Center Manager UGA Finance * 1 * 2 * 3 “I love Balto, it’s my best friend!” Letha Parsons Rep, eHealth “When you’re drowning in a call Balto is your life raft.” Agent HPOne “It takes away the anxiety from a call.” Kasey Ismail Collections Team Lead, CB USA “I love Balto, it’s my best friend!” Letha Parsons Rep, eHealth “When you’re drowning in a call Balto is your life raft.” Agent HPOne “It takes away the anxiety from a call.” Kasey Ismail Collections Team Lead, CB USA “I love Balto, it’s my best friend!” Letha Parsons Rep, eHealth * 1 * 2 * 3 GET A GLIMPSE OF BALTO Watch this 2 minute demo video to see how Balto can help reps and managers be their best. Get a Demo 855-GO-BALTO hello@balto.ai * LinkedIn * YouTube * Twitter © Balto All Together Now ™ Privacy Policy Terms of Service Sitemap PRODUCT * Overview * Real-Time Guidance * Real-Time QA * Real-Time Coaching * Security * Integrations USE CASES * Overview * Sales * Compliance * Customer Experience * Quality Assurance INDUSTRIES * Insurance * Home Improvement * Direct to Consumer * Collections * BPO RESOURCES * Resource Hub * Research * Blog * Partners * FAQ * Webinars * Podcast * System Status * Documentation COMPANY * About Us * Why Real-Time * Customers * Careers * Press * Contact * ProductExpand child menuExpand * OVERVIEW -------------------------------------------------------------------------------- PRODUCT OVERVIEW Get an overview of Real-Time. INTEGRATIONS Integrate with the phone systems you trust. BALTO IN SPANISH Give spanish-speaking agents the support they need. PRODUCTS -------------------------------------------------------------------------------- REAL-TIME GUIDANCE Guide agents and measure what works. REAL-TIME QA Score 100% of calls in real time. REAL-TIME COACHING Alert managers and coach instantly. * Why Real-Time * SolutionsExpand child menuExpand * OVERVIEW -------------------------------------------------------------------------------- SOLUTIONS OVERVIEW Scale excellent conversations to your entire organization. BY USE CASE -------------------------------------------------------------------------------- SALES Empower agents to convert, save, and retain. CUSTOMER EXPERIENCE Communicate with customers in ways they love. COMPLIANCE Adhere to guidelines on every single call. QUALITY ASSURANCE Get record-breaking quality scores and real-time visibility. SPANISH Give bilingual agents the support they need. BY INDUSTRY -------------------------------------------------------------------------------- INSURANCE Win more quotes and expedite service calls. HOME IMPROVEMENT Set more appointments and crush objections. DIRECT TO CONSUMER Wow your customers and convert every call. COLLECTIONS Break collection records and always stay compliant. BPO Differentiate with unique insights and call quality. * ResourcesExpand child menuExpand * ALL RESOURCES -------------------------------------------------------------------------------- THE BALTO REAL-TIME INDEX BLOG CONVERSATION EXCELLENCE LAB RESOURCE HUB EXPLORE THE BALTO REAL-TIME INDEX THE #1 SOURCE FOR UP-TO-DATE CONTACT CENTER INSIGHTS. Learn More * Customers