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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" ...
    Third-Party QA for Outsourced Contact Centers
    Sharon Oatway
    • Jun 9, 2021
    • 6 min

    Third-Party QA for Outsourced Contact Centers

    You may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.
    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.
    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
    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.
    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
    Want to learn more?

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