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 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 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 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.
Kirk DunnApr 15, 20192 minConstructive Thinking in a Customer Service EnvironmentWe 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 ...
Kirk DunnMar 5, 20192 min4 Ways Agents Can Leverage Empathy To Build Better Customer RelationshipsEmpathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali
Sharon OatwayFeb 21, 20195 minHow to Leverage Questioning to Deliver Tailored AdviceEffective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
Kirk DunnJun 20, 20186 minMoving from an "Exhausting" to "Effortless" ExperienceWe 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 OatwayMay 10, 20185 minHow to Leverage Empathy to Build Better Customer RelationshipsWe usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s
Kirk DunnMar 6, 20183 minApproaching 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
Sharon OatwayJun 19, 20175 min4 Reasons to Consider Outsourcing your Contact Center QAInvestigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Kirk DunnSep 6, 20166 minSaying “No” to “No” – the Art of Positive Language in Customer ServiceNo 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