Sharon OatwayJan 14, 20235 minThe unconscious bias that lurks in customer serviceWhether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.
Sharon OatwayAug 16, 20228 min5 Common Call Center Training Design Mistakes ... and How to Avoid ThemLearn the five most common mistakes L&D professionals make when developing contact center training.
Sharon OatwayMay 18, 20229 min10 Tips for a Great Call Center Agent Training ExperienceAs more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Sharon OatwayJun 17, 20215 minThe Importance of Call Center Schedule AdherenceIn a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the