Sharon Oatway
Is it Time to Bid Farewell to the Email Customer Service Channel?
Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...
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Sharon Oatway
- Sep 12
- 7 min
Maximizing Potential: Effective Performance Appraisals for Call Center Agents
Look into the intricacies of conducting performance appraisals for call center agents, with a focus on well-researched best practices.
Sharon Oatway
- Sep 12
- 5 min
Mastering Silence: Strategies for Managing Dead Air in Call Centers
Dead air refers to moments of silence or extended pauses during a conversation between a customer and an agent. How to manage dead air?
Sharon Oatway
- Sep 11
- 7 min
Measure What Matters: Customer Service Targets + KPIs
Many organizations are (rightfully) recognizing customer service as a key differentiator. What KPIs matter most?
Sharon Oatway
- Aug 22
- 6 min
Understanding Customer Lifetime Value and the Role of Customer Service
Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.
Sharon Oatway
- Aug 18
- 5 min
Back to the Call Center: The touchy topic of business attire and hygiene
With many agents returning from a work-from-home environment (where not showering and wearing pajamas wasn't a problem), dress code and pers
Kirk Dunn
- Aug 9
- 5 min
The Power of Constructive Thinking in Customer Service
In the fast-paced world of customer service, every interaction can be a potential turning point for a business-customer relationship.
Sharon Oatway
- Jun 6
- 4 min
The Future of Customer Service: Evolving Roles and the Importance of Human Connections
This blog explores the skills customer service representatives will need in a future supported by AI, where self-serve is the norm.
Sharon Oatway
- Jun 5
- 4 min
Elevating Customer Service in the Digital Age: Unveiling the Top Ingredients for Success
What do customers expect (and need) from a customer service organization? This blog uncovers the top priorities for many organizations
Sharon Oatway
- May 30
- 5 min
Customer Service Best Practice: Leveraging Questions to Deliver Tailored Advice
Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
Sharon Oatway
- May 25
- 4 min
Contact Center Outsourced Quality Assurance Primer
The top 10 reasons companies outsource their call center or contact center quality monitoring.
Sharon Oatway
- May 18
- 11 min
Top 10 Qualities of a GREAT Call Center Quality Assurance Analyst
Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
![Top 10 Customer Service Skills [Updated in 2023]](https://static.wixstatic.com/media/91af56_ad5ba6feb9ee40ccaa5c71ce8a3f221f~mv2.jpg/v1/fill/w_454,h_341,fp_0.50_0.50,q_90,enc_auto/91af56_ad5ba6feb9ee40ccaa5c71ce8a3f221f~mv2.jpg)
Sharon Oatway
- May 18
- 8 min
Top 10 Customer Service Skills [Updated in 2023]
Here are the top 10 skills your customer service agents need to deliver an experience that reflects your brand at its best.
Sharon Oatway
- May 18
- 8 min
10 Tips for Handling Irate Customers Like a Pro
Dealing with angry customers can be tough, but with these 10 tips, you can handle any situation like a customer service pro.
Sharon Oatway
- May 18
- 3 min
Revolutionizing Customer Service Delivery: The Impact of ChatGPT
Explore what ChatGPT will mean to customer service delivery: possible use cases and the impact on 'human' service delivery in the near term
Sharon Oatway
- May 18
- 6 min
4 Reasons to Consider Outsourced Contact Center Quality Assurance
Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
![Contact Center Quality Assurance Job Description [Free Template]](https://static.wixstatic.com/media/91af56_eb15be8ce5af4114b5c55ca2e673b159~mv2.jpg/v1/fill/w_454,h_341,fp_0.50_0.50,q_90,enc_auto/91af56_eb15be8ce5af4114b5c55ca2e673b159~mv2.jpg)
Sharon Oatway
- May 17
- 3 min
Contact Center Quality Assurance Job Description [Free Template]
FREE Contact Center Quality Assurance Specialist / Analyst job description. Updated 2023.
![Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]](https://static.wixstatic.com/media/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg/v1/fill/w_454,h_341,fp_0.50_0.50,q_90,enc_auto/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg)
Sharon Oatway
- May 17
- 9 min
Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Kirk Dunn
- May 17
- 3 min
Best Practice: Managing a Call Center Quality Assurance 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
Sharon Oatway
- May 17
- 6 min
Call Center Scripts, Call Flows, Communication Templates, Interaction Guides for Improved Results
Everything you need to know about call center scripts, call flows, templates and more! See examples and learn about the pros and cons of...
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