Sharon Oatway
Hard Skills vs. Soft Skills in Customer Service: The Crucial Balance
In any contact center scenario, the effectiveness of customer interactions often hinges on the interplay between hard skills and soft skills
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Sharon Oatway
- Aug 2
- 7 min
Mastering Call Control: Essential Techniques for Customer Service Reps
Managing talk time is one of the most challenging aspects of being a Customer Service Rep. Managing ATT is vital for any contact center.
Sharon Oatway
- May 30
- 7 min
Mastering the Art of Call Center Training: Key Strategies for Success
Explore the essential elements of a well-rounded training plan from onboarding programs to ongoing coaching and development initiatives,
Sharon Oatway
- Mar 19
- 3 min
Contact Center Schedule Adherence - The Policy
Adhering to schedules is essential to delivering consistent service, meeting customer expectations, and equally distributing the workload am
Sharon Oatway
- Jan 30
- 6 min
5 Proven Strategies for Effective Customer Service Training in the Digital Age
Customer service training is more crucial than ever. Explore 5 proven strategies that will help create a team of customer service superstars
Sharon Oatway
- Sep 12, 2023
- 5 min
Mastering Silence: Strategies for Managing Dead Air in Call Centers
Dead air refers to moments of silence or extended pauses during a conversation between a customer and an agent. How to manage dead air?
Kirk Dunn
- Aug 9, 2023
- 5 min
The Power of Constructive Thinking in Customer Service
In the fast-paced world of customer service, every interaction can be a potential turning point for a business-customer relationship.
Sharon Oatway
- May 30, 2023
- 5 min
Customer Service Best Practice: Leveraging Questions 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.
![Top 10 Customer Service Skills [Updated in 2024]](https://static.wixstatic.com/media/91af56_ad5ba6feb9ee40ccaa5c71ce8a3f221f~mv2.jpg/v1/fill/w_1816,h_1364,fp_0.50_0.50,q_90,enc_auto/91af56_ad5ba6feb9ee40ccaa5c71ce8a3f221f~mv2.jpg)
Sharon Oatway
- May 18, 2023
- 8 min
Top 10 Customer Service Skills [Updated in 2024]
[2024 Update] Here are the top 10 skills your customer service agents need to deliver an experience that reflects your brand at its best.
Sharon Oatway
- May 18, 2023
- 8 min
10 Tips for Handling Irate Customers Like a Pro
Dealing with angry customers can be tough, but with these 10 tips, you can handle any situation like a customer service pro.
Sharon Oatway
- May 18, 2023
- 3 min
Revolutionizing Customer Service Delivery: The Impact of ChatGPT
Explore what ChatGPT will mean to customer service delivery: possible use cases and the impact on 'human' service delivery in the near term
![Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]](https://static.wixstatic.com/media/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg/v1/fill/w_1816,h_1364,fp_0.50_0.50,q_90,enc_auto/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg)
Sharon Oatway
- May 17, 2023
- 9 min
Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Sharon Oatway
- May 17, 2023
- 6 min
Call Center Scripts, Call Flows, Communication Templates, Interaction Guides for Improved Results
Everything you need to know about call center scripts, call flows, templates and more! See examples and learn about the pros and cons of...
Sharon Oatway
- Apr 6, 2023
- 7 min
Call Center Quality Monitoring Best Practices
10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.
Kirk Dunn
- Mar 5, 2023
- 5 min
4 Ways Customer Service 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
Sharon Oatway
- Jan 14, 2023
- 5 min
The unconscious bias that lurks in customer service
Whether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.
Sharon Oatway
- Aug 16, 2022
- 8 min
5 Common Call Center Training Design Mistakes ... and How to Avoid Them
Learn the five most common mistakes L&D professionals make when developing contact center training.
Sharon Oatway
- Jun 17, 2021
- 5 min
The Importance of Call Center Schedule Adherence
In a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the
Sharon Oatway
- Jan 22, 2021
- 7 min
Why aren’t we hearing more EMPATHY in customer service?
This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f
Sharon Oatway
- Oct 21, 2020
- 4 min
Sympathy vs. Empathy ... and why the differences matter
Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
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