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    Contact Center Outsourced Quality Assurance Primer
    Sharon Oatway
    • Sep 25, 2018
    • 4 min

    Contact Center Outsourced Quality Assurance Primer

    It almost always makes sense to outsource some or all of your quality monitoring to an independent third party. Here are the top 10 reasons
    Moving from an "Exhausting" to "Effortless" Experience
    Kirk Dunn
    • Jun 20, 2018
    • 6 min

    Moving from an "Exhausting" to "Effortless" Experience

    We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?
    How to Leverage Empathy to Build Better Customer Relationships
    Sharon Oatway
    • May 10, 2018
    • 5 min

    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
    Customer Experience – Just another catch-phrase?
    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
    Approaching Customer Service with a 'Beginner's Mind'
    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
    4 Reasons to Consider Outsourcing your Contact Center QA
    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.
    Saying “No” to “No” – the Art of Positive Language in Customer Service
    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
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