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Agent Performance
Customer Experience
Contact Centers
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Contact Center Training

Jul 28
9 min

10 Characteristics of a Great Contact Center Agent Learning Experience

As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.

Sharon Oatway

May 28
10 min

Top 10 Qualities of a GREAT Call Center QA Analyst

Contact Center QA Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.

Sharon Oatway

Oct 3, 2019
6 min

The Latest Trends in Quality Assurance

The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.

Sharon Oatway

May 22, 2019
3 min

Why Sales is an Essential Skill for Every Call Center Agent

The reality is that everyone in every job has a need to master the fundamentals of sales -- whether it is selling a product/service directly

Kirk Dunn

Apr 30, 2019
3 min

Best Practice: Managing a QA Calibration Session

QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly

Kirk Dunn

Mar 5, 2019
2 min

Top 4 Ways to Leverage Empathy: Tips for Call Center Agents

Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top qu...

Sharon Oatway

Mar 4, 2019
4 min

QA for your Outsourced Contact Center BPO Partners

You decided to outsource your contact center. You put out an RFP and did your due diligence. You carefully considered the key drivers of ...

Sharon Oatway

Feb 21, 2019
4 min

Leverage Questioning to Deliver Tailored Advice

Customer Service Best Practices We know from experience that when we proactively provide customers with product suggestions and/or advice...

Kirk Dunn

Feb 20, 2019
3 min

3 Great Reasons to Outsource Your Call Center QA

As a company in a dynamic marketplace, you know how important call center QA is to ensure your customers are getting the best service pos...

Sharon Oatway

Sep 25, 2018
4 min

Contact Center Outsourced Quality Assurance 101

What you need to know about outsourcing your Contact Center QA in 3 minutes In today’s business environment there is no question of the v...

Kirk Dunn

Sep 19, 2018
3 min

The Honeymoon's Over: Time to Monitor Your Outsourced Contact Center

A 2-minute read that could save you from being blind-sided Congratulations! You have decided to outsource your contact center. No easy ta...

Kirk Dunn

Jun 20, 2018
6 min

The "Exhausting" Experience

We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?

Sharon Oatway

Jun 19, 2018
4 min

60 Days + 5 Ways to Lift your Contact Center Customer Experience Score

I recall the pandemonium following the release "The Ultimate Question" by Fred Reichheld in 2006. Could you really predict customer loya...

Sharon Oatway

May 10, 2018
5 min

Leveraging Empathy to Build Better Customer Relationships

BTW: Empathy Hurts ... and Also Feels Good [Re-posted] In today’s market, the power of a company’s brand rests solely on the shoulders o...

Kirk Dunn

Mar 6, 2018
3 min

Approaching Customer Service with a Beginner's Mind

As a Call Center QA provider, I have listened to years’ worth of customer service interactions. I have heard thousands of service represe...

Sharon Oatway

Jun 19, 2017
5 min

4 Reasons to Consider Outsourcing your Contact Center QA

We all know that quality monitoring/assurance — followed up with high-quality coaching — is a key tool to drive efficiencies and effectiv...

Sharon Oatway

Jun 10, 2017
4 min

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspec...

Kirk Dunn

Sep 6, 2016
6 min

Saying “No” to “No” – the Art of Positive Language in the Call Center

No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward on our chosen path. And when we ...

Kirk Dunn

Jun 15, 2016
7 min

When English is Your Second Language

10 Most Common Communication Reminders Many contact center agents and front-line employees have learned English as a second language (ESL...

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10 Characteristics of a Great Contact Center Agent Learning Experience

Top 10 Qualities of a GREAT Call Center QA Analyst

The Latest Trends in Quality Assurance

Why Sales is an Essential Skill for Every Call Center Agent

Best Practice: Managing a QA Calibration Session

Top 4 Ways to Leverage Empathy: Tips for Call Center Agents

QA for your Outsourced Contact Center BPO Partners

Leverage Questioning to Deliver Tailored Advice

3 Great Reasons to Outsource Your Call Center QA

Contact Center Outsourced Quality Assurance 101

The Honeymoon's Over: Time to Monitor Your Outsourced Contact Center

The "Exhausting" Experience

60 Days + 5 Ways to Lift your Contact Center Customer Experience Score

Leveraging Empathy to Build Better Customer Relationships

Approaching Customer Service with a Beginner's Mind

4 Reasons to Consider Outsourcing your Contact Center QA

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

Saying “No” to “No” – the Art of Positive Language in the Call Center

When English is Your Second Language