Sharon OatwayJan 145 minThe unconscious bias that lurks in customer serviceWhen we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
Sharon OatwayJul 15, 20216 minCall Center Scripts, Call Flows, Communication Templates, Interaction Guides… oh my!Everything you need to know about call center scripts, call flows, templates and more!
Sharon OatwayJun 17, 20215 minCall Center Schedule AdherenceIn a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the
Sharon OatwayJun 9, 20216 minThird-Party QA for Outsourced Contact CentersYou may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.
Sharon OatwayMay 5, 202110 minStrategies for Managing Stress at WorkNo matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
Sharon OatwayJan 27, 20217 minManaging Irate Customers in Customer ServiceWith the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
Sharon OatwayJan 22, 20218 minTop 10 Customer Service Skills for 2021Do your CSRs have the skills needed to deliver an experience that reflects your brand at its best. Check out the Top 10 CS Skills for 2021
Sharon OatwayJan 22, 20217 minWhy aren’t we hearing more EMPATHY in customer service?True empathy involves using our feelings to understand the feelings of someone else.
Sharon OatwayJan 20, 20215 min60 Days + 5 Ways to Lift your Call Center Net Promoter Score As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...
Sharon OatwayJan 20, 20215 min4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized AlternativeWe 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 perspectiv
Kirk DunnJan 5, 20217 minWhen English is Your Second LanguageMany contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang
Sharon OatwayDec 16, 20209 minDesigning a Call Center Quality Assurance Scorecard This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Sharon OatwayDec 1, 20202 minCall Center Quality Assurance Specialist Job Description TemplateThe Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...
Sharon OatwayOct 21, 20204 minSympathy vs. Empathy ... and why empathy mattersBoth empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
Sharon OatwayOct 21, 20201 minWalk a Mile in My Shoes - Coaching for EmpathyThere has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Sharon OatwayJul 28, 20209 min10 Tips for a Great Call Center Agent Training ExperienceAs more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Sharon OatwayMay 28, 202010 minTop 10 Qualities of a GREAT Call Center QA AnalystContact Center QA Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
Sharon OatwayNov 1, 20192 minInternal or Outsourced QA? Things to considerMaking a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...
Sharon OatwayOct 3, 20196 minThe Latest Trends in Quality AssuranceThe Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.
Sharon OatwayMay 22, 20193 minWhy Sales is an Essential Skill for Every Call Center AgentEvery call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.