Sharon Oatway
The unconscious bias that lurks in customer service
When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
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Sharon Oatway
- Jun 9, 2021
- 6 min
Third-Party QA for Outsourced Contact Centers
You 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 Oatway
- May 5, 2021
- 10 min
Strategies for Managing Stress at Work
No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
Sharon Oatway
- Jan 27, 2021
- 7 min
Managing Irate Customers in Customer Service
With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
Sharon Oatway
- Jan 22, 2021
- 8 min
Top 10 Customer Service Skills for 2021
Do 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 Oatway
- Jan 22, 2021
- 7 min
Why aren’t we hearing more EMPATHY in customer service?
True empathy involves using our feelings to understand the feelings of someone else.
Sharon Oatway
- Jan 20, 2021
- 5 min
60 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 Oatway
- Jan 20, 2021
- 5 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 perspectiv
Kirk Dunn
- Jan 5, 2021
- 7 min
When English is Your Second Language
Many contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang
Sharon Oatway
- Dec 16, 2020
- 9 min
Designing 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 Oatway
- Dec 1, 2020
- 2 min
Call Center Quality Assurance Specialist Job Description Template
The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...
Sharon Oatway
- Oct 21, 2020
- 4 min
Sympathy vs. Empathy ... and why empathy matters
Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
Sharon Oatway
- Oct 21, 2020
- 1 min
Walk a Mile in My Shoes - Coaching for Empathy
There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Sharon Oatway
- Jul 28, 2020
- 9 min
10 Tips for a Great Call Center Agent Training 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, 2020
- 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
- Nov 1, 2019
- 2 min
Internal or Outsourced QA? Things to consider
Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...
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
Every call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.
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
- Apr 15, 2019
- 2 min
Constructive Thinking in a Customer Service Environment
We all want to do well and are disappointed when we don’t. We are self-critical. We need to take the focus off ourselves and put it on ...