Sharon Oatway
Top 10 Customer Service Skills for 2025
We've identified the top 10 customer service skills your agents need to master in 2025.
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Sharon Oatway
- Sep 3
- 4 min
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
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
- 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
- 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
- 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
- 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
- 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 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?
Sharon Oatway
- Aug 22, 2023
- 6 min
Understanding Customer Lifetime Value and the Role of Customer Service
Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.
Sharon Oatway
- Aug 18, 2023
- 5 min
Back to the Call Center: The touchy topic of business attire and hygiene
With many agents returning from a work-from-home environment (where not showering and wearing pajamas wasn't a problem), dress code and pers
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
- Jun 6, 2023
- 4 min
The Future of Customer Service: Evolving Roles and the Importance of Human Connections
This blog explores the skills customer service representatives will need in a future supported by AI, where self-serve is the norm.
Sharon Oatway
- Jun 5, 2023
- 4 min
Elevating Customer Service in the Digital Age: Unveiling the Top Ingredients for Success
What do customers expect (and need) from a customer service organization? This blog uncovers the top priorities for many organizations
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.
Sharon Oatway
- May 25, 2023
- 4 min
Contact Center Outsourced Quality Assurance Primer
The top 10 reasons companies outsource their call center or contact center quality monitoring.
![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.
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