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    Managing Irate Customers 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.
    Top 10 Customer Service Skills for 2021
    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
    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
    How to Leverage Questioning to Deliver Tailored Advice
    Sharon Oatway
    • Feb 21, 2019
    • 5 min

    How to 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?
    How to Leverage Empathy to Build Better Customer Relationships
    Sharon Oatway
    • May 10, 2018
    • 5 min

    How to Leverage 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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