Sharon Oatway
Customer Service Best Practice: Leveraging Questions to Deliver Tailored Advice
Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
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Sharon Oatway
- May 25
- 4 min
Contact Center Outsourced Quality Assurance Primer
The top 10 reasons companies outsource their call center or contact center quality monitoring.
Sharon Oatway
- May 18
- 11 min
Top 10 Qualities of a GREAT Call Center Quality Assurance Analyst
Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
Sharon Oatway
- May 18
- 6 min
4 Reasons to Consider Outsourced Contact Center Quality Assurance
Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Kirk Dunn
- May 17
- 3 min
Best Practice: Managing a Call Center Quality Assurance Calibration Session
QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly
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 20
- 5 min
60 Days + 5 Ways to Lift Your Call Center's Customer Loyalty Scores
Whether you are tracking customer loyalty through NPS, CSAT, or some other measure, here are 5 ways to lift your results in 60 days.
Sharon Oatway
- May 18, 2022
- 9 min
10 Tips for a Great Call Center Agent Training Experience: Onboarding Agents Successfully
As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Sharon Oatway
- Jan 22, 2021
- 7 min
Why aren’t we hearing more EMPATHY in customer service?
This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f
Kirk Dunn
- Jan 5, 2021
- 7 min
Multilingual Customer Service Reps Serving North America - Communication Skills
Explore the 10 most common communication issues for frontline customer service agents where English is their second language.
Sharon Oatway
- Oct 21, 2020
- 1 min
Empathy in Customer Service: Coaching for Better Customer Experiences
There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Sharon Oatway
- Oct 3, 2019
- 6 min
The Latest Trends in Contact Center Quality Assurance - Contact Center Pipeline (2019)
The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.
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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