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Jan 27
7 min

Managing Irate Customers

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
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

Designing a Call Center Quality Assurance Scorecard

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

Sympathy vs. Empathy ... and why empathy matters

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

Walk a Mile in My Shoes - Coaching for Empathy

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 ....

10 Tips for a Great Call Center Agent Training Experience

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.

Why Sales is an Essential Skill for Every Call Center Agent

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.

Constructive Thinking in a Customer Service Environment

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 ...

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

Kirk Dunn

Mar 5, 2019
2 min

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

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

Leverage Questioning to Deliver Tailored Advice

Sharon Oatway

Feb 21, 2019
5 min

Leverage Questioning 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.

Moving from an "Exhausting" to "Effortless" Experience

Kirk Dunn

Jun 20, 2018
6 min

Moving from an "Exhausting" to "Effortless" 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?

Leveraging Empathy to Build Better Customer Relationships

Sharon Oatway

May 10, 2018
5 min

Leveraging Empathy to Build Better Customer Relationships

We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s

Approaching Customer Service with a 'Beginner's Mind'

Kirk Dunn

Mar 6, 2018
3 min

Approaching Customer Service with a 'Beginner's Mind'

A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr

4 Reasons to Consider Outsourcing your Contact Center QA

Sharon Oatway

Jun 19, 2017
5 min

4 Reasons to Consider Outsourcing your Contact Center QA

Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.

Saying “No” to “No” – the Art of Positive Language in Customer Service

Kirk Dunn

Sep 6, 2016
6 min

Saying “No” to “No” – the Art of Positive Language in Customer Service

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 run

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Want to learn more?

Helping companies keep the promises they make®

1-866-920-2011

Managing Irate Customers

Top 10 Customer Service Skills for 2021

Designing a Call Center Quality Assurance Scorecard

Sympathy vs. Empathy ... and why empathy matters

Walk a Mile in My Shoes - Coaching for Empathy

10 Tips for a Great Call Center Agent Training Experience

Why Sales is an Essential Skill for Every Call Center Agent

Constructive Thinking in a Customer Service Environment

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

Leverage Questioning to Deliver Tailored Advice

Moving from an "Exhausting" to "Effortless" Experience

Leveraging Empathy to Build Better Customer Relationships

Approaching Customer Service with a 'Beginner's Mind'

4 Reasons to Consider Outsourcing your Contact Center QA

Saying “No” to “No” – the Art of Positive Language in Customer Service