Sharon Oatway
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.
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Sharon Oatway
- May 18
- 8 min
10 Tips for Handling Irate Customers Like a Pro
Dealing with angry customers can be tough, but with these 10 tips, you can handle any situation like a customer service pro.
Sharon Oatway
- May 18
- 3 min
Revolutionizing Customer Service Delivery: The Impact of ChatGPT
Explore what ChatGPT will mean to customer service delivery: possible use cases and the impact on 'human' service delivery in the near term
Sharon Oatway
- May 17
- 6 min
Call Center Scripts, Call Flows, Communication Templates, Interaction Guides for Improved Results
Everything you need to know about call center scripts, call flows, templates and more! See examples and learn about the pros and cons of...
Sharon Oatway
- May 16
- 5 min
Winning Back Customer Trust: 5 Essential Questions for Exceptional Customer Service
This blog discusses the critical importance of customer trust and the role call center agents role play in (re)building customer trust.
Sharon Oatway
- May 5
- 10 min
Strategies for Managing Stress in Customer Service
No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
Sharon Oatway
- May 3
- 9 min
Mastering Customer Service in Today's Environment: 5 Essential Customer Service Skills
Customer service is more important than ever in building customer loyalty. Learn the top 5 skills every customer service agent must master.
Sharon Oatway
- Apr 18
- 7 min
Peace of Mind for Outsourced Call Centers: Independent Quality Assurance
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.
Sharon Oatway
- Apr 6
- 7 min
Call Center Quality Monitoring Best Practices
10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.
Sharon Oatway
- Jan 14
- 5 min
The unconscious bias that lurks in customer service
Whether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.
Sharon Oatway
- Aug 16, 2022
- 8 min
5 Common Call Center Training Design Mistakes ... and How to Avoid Them
Learn the five most common mistakes L&D professionals make when developing contact center training.
Sharon Oatway
- Jun 17, 2021
- 5 min
The Importance of 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
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
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 selling a product/service directly or selling an idea/option.
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
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
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