Sharon Oatway
Is it time to review your Contact Center Quality Monitoring Form?
When was the last time you took a good, hard look at your Contact Center's Quality Monitoring Form?
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Sharon Oatway
- Sep 3
- 4 min
The Quiet Power of Starting Over on September 1st
September offers an opportunity to reassess these goals with the wisdom gained over the past eight months. This can lead to more sustainable
Sharon Oatway
- Sep 3
- 7 min
The Ultimate Interview Questions for Hiring a Call Center Quality Assurance Analyst
A comprehensive list of interview questions designed to assess the oveall capababilities of a contact center Quality Assurance Analyst.
Sharon Oatway
- Jul 18
- 4 min
Self-Evaluation: A Guide/Example for Customer Service Reps and Their Managers
This guide will discuss the importance of self-evaluation, provide steps for companies to create the right environment and guidance to CSRs.
Sharon Oatway
- May 30
- 6 min
4 Reasons to Consider Outsourced Contact Center Quality Assurance
Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Sharon Oatway
- May 1
- 9 min
Performance Review Example for Customer Service
This blog post includes examples and best practices in developing and delivering a Performance Review for customer service professionals.
Sharon Oatway
- Apr 30
- 5 min
Call Center Quality Monitoring Scores: The Good and The Bad
The QA score is at the heart of evaluating the customer's experience. But are numerical QA scores helping or hindering agent performance?
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 2
- 4 min
Keep Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations
Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu
Sharon Oatway
- Dec 5, 2023
- 4 min
Business Recovery Plan for Contact Centers: Weather-Related Outages
Weather-related outages can pose significant challenges for contact centers. This comprehensive plan outlines specific steps and timelines
Sharon Oatway
- Dec 5, 2023
- 6 min
The Future of Quality Assurance in Contact Centers
with the advent of speech analytics and artificial intelligence (AI), the landscape of QA in contact centers is rapidly evolving.
Sharon Oatway
- Dec 5, 2023
- 11 min
The Retention Connection: Reversing Contact Center Agent Attrition
Over the last 12 months, frontline contact center attrition rates have increased from an average of 30%-40% to an astonishing 65%-80% ...
Sharon Oatway
- Nov 3, 2023
- 4 min
Leveraging Quality Assurance as a Service (QAaaS) for Superior Customer Service in Call Centers
Quality Assurance as a Service (QAaaS) is a model where companies partner with a third party to assess their agent/customer interactions.
Sharon Oatway
- Nov 3, 2023
- 5 min
Designing an Effective Quality Assurance Scorecard for Customer Service Call Centers
A well-designed quality assurance program enables organizations to assess and enhance the performance of their customer service representat
Sharon Oatway
- Nov 3, 2023
- 5 min
Customer Service OKRs vs. KPIs: How do you measure success?
Explore what OKRs are and how they differ from KPIs, take a look at some examples of customer service OKRs and how to leverage QA to...
Sharon Oatway
- Oct 16, 2023
- 4 min
Mastering Call Center Quality Assurance: Priorities + Key Success Factors
In this post, we'll delve into the core priorities and key success factors for mastering call center quality assurance.
Sharon Oatway
- Oct 3, 2023
- 5 min
Is it Time to Bid Farewell to the Email Customer Service Channel?
Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...
Sharon Oatway
- Sep 12, 2023
- 8 min
Maximizing Potential: Effective Performance Appraisals for Call Center Agents
Look into the intricacies of conducting performance appraisals for call center agents, with a focus on well-researched best practices.
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?
Sharon Oatway
- Sep 11, 2023
- 7 min
Measure What Matters: Customer Service Targets + KPIs
Many organizations are (rightfully) recognizing customer service as a key differentiator. What KPIs matter most?
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