Sharon Oatway
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" ...
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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.
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.
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.
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 it is 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