Sharon Oatway
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.
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Sharon Oatway
- Jan 22, 2021
- 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.
Sharon Oatway
- Jan 20, 2021
- 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 ...
Kirk Dunn
- Jan 5, 2021
- 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
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 ....
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.
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.
Sharon Oatway
- Nov 1, 2019
- 2 min
Internal or Outsourced QA? Things to consider
Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...
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.
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
Sharon Oatway
- Mar 4, 2019
- 4 min
Outsource 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
Sharon Oatway
- Feb 21, 2019
- 5 min
How to 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.
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
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
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.
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