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    The unconscious bias that lurks in customer service
    Sharon Oatway
    • Jan 14
    • 5 min

    The unconscious bias that lurks in customer service

    When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
    Call Center Schedule Adherence
    Sharon Oatway
    • Jun 17, 2021
    • 5 min

    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
    Strategies for Managing Stress at Work
    Sharon Oatway
    • May 5, 2021
    • 10 min

    Strategies for Managing Stress at Work

    No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
    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
    Why aren’t we hearing more EMPATHY in customer service?
    Sharon Oatway
    • Jan 22, 2021
    • 7 min

    Why aren’t we hearing more EMPATHY in customer service?

    True empathy involves using our feelings to understand the feelings of someone else.
    60 Days + 5 Ways to Lift your Call Center Net Promoter Score
    Sharon Oatway
    • Jan 20, 2021
    • 5 min

    60 Days + 5 Ways to Lift your Call Center Net Promoter Score

    As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...
    4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative
    Sharon Oatway
    • Jan 20, 2021
    • 5 min

    4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

    We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv
    When English is Your Second Language
    Kirk Dunn
    • Jan 5, 2021
    • 7 min

    When English is Your Second Language

    Many contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang
    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
    Call Center Quality Assurance Specialist Job Description Template
    Sharon Oatway
    • Dec 1, 2020
    • 2 min

    Call Center Quality Assurance Specialist Job Description Template

    The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...
    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
    The Latest Trends in Quality Assurance
    Sharon Oatway
    • Oct 3, 2019
    • 6 min

    The Latest Trends in Quality Assurance

    The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.
    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.
    Best Practice:  Managing a QA Calibration Session
    Kirk Dunn
    • Apr 30, 2019
    • 3 min

    Best Practice: Managing a QA Calibration Session

    QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly
    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
    Outsource QA for your Outsourced Contact Center BPO Partners
    Sharon Oatway
    • Mar 4, 2019
    • 4 min

    Outsource QA for your Outsourced Contact Center BPO Partners

    Well, the reality is that outsourcing your contact center doesn’t mean you can step completely away. You need to stay engaged. Even the best
    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.
    3 Great Reasons to Outsource Your Call Center QA
    Kirk Dunn
    • Feb 20, 2019
    • 3 min

    3 Great Reasons to Outsource Your Call Center QA

    The question is, what’s the best way to spend your limited QA funds? When you think about it, investing in a relationship with a third-party
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