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    Why aren’t we hearing more EMPATHY in customer service?
    Sharon Oatway
    • Jan 22
    • 7 min

    Why aren’t we hearing more EMPATHY in customer service?

    True empathy involves using our feelings to understand the feelings of someone else.
    60 Days + 5 Ways to Lift your Call Center Net Promoter Score
    Sharon Oatway
    • Jan 20
    • 5 min

    60 Days + 5 Ways to Lift your Call Center Net Promoter Score

    As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...
    When English is Your Second Language
    Kirk Dunn
    • Jan 5
    • 7 min

    When English is Your Second Language

    Many contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang
    Walk a Mile in My Shoes - Coaching for Empathy
    Sharon Oatway
    • Oct 21, 2020
    • 1 min

    Walk a Mile in My Shoes - Coaching for Empathy

    There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
    10 Tips for a Great Call Center Agent Training Experience
    Sharon Oatway
    • Jul 28, 2020
    • 9 min

    10 Tips for a Great Call Center Agent Training Experience

    As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
    Top 10 Qualities of a GREAT Call Center QA Analyst
    Sharon Oatway
    • May 28, 2020
    • 10 min

    Top 10 Qualities of a GREAT Call Center QA Analyst

    Contact Center QA Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
    What's the best option: Internal or Outsourced QA?
    Sharon Oatway
    • Nov 1, 2019
    • 2 min

    What's the best option: Internal or Outsourced QA?

    Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...
    The Latest Trends in Quality Assurance
    Sharon Oatway
    • Oct 3, 2019
    • 6 min

    The Latest Trends in Quality Assurance

    The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.
    Best Practice:  Managing a QA Calibration Session
    Kirk Dunn
    • Apr 30, 2019
    • 3 min

    Best Practice: Managing a QA 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
    QA for your Outsourced Contact Center BPO Partners
    Sharon Oatway
    • Mar 4, 2019
    • 4 min

    QA for your Outsourced Contact Center BPO Partners

    Well, the reality is that outsourcing your contact center doesn’t mean you can step completely away. You need to stay engaged. Even the best
    Leverage Questioning to Deliver Tailored Advice
    Sharon Oatway
    • Feb 21, 2019
    • 5 min

    Leverage Questioning 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.
    3 Great Reasons to Outsource Your Call Center QA
    Kirk Dunn
    • Feb 20, 2019
    • 3 min

    3 Great Reasons to Outsource Your Call Center QA

    The question is, what’s the best way to spend your limited QA funds? When you think about it, investing in a relationship with a third-party
    Contact Center Outsourced Quality Assurance Primer
    Sharon Oatway
    • Sep 25, 2018
    • 4 min

    Contact Center Outsourced Quality Assurance Primer

    It almost always makes sense to outsource some or all of your quality monitoring to an independent third party. Here are the top 10 reasons
    4 Reasons to Consider Outsourcing your Contact Center QA
    Sharon Oatway
    • Jun 19, 2017
    • 5 min

    4 Reasons to Consider Outsourcing your Contact Center QA

    Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
    Saying “No” to “No” – the Art of Positive Language in Customer Service
    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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