Sharon Oatway
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
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Sharon Oatway
- May 10, 2018
- 3 min
Customer Experience – Just another catch-phrase?
Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those
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
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.
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