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 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 ...
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
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
- Dec 16, 2020
- 9 min
Designing a Call Center Quality Assurance Scorecard
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Sharon Oatway
- Dec 1, 2020
- 2 min
Call Center Quality Assurance Specialist Job Description Template
The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...
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
Kirk Dunn
- Apr 15, 2019
- 2 min
Constructive Thinking in a Customer Service Environment
We all want to do well and are disappointed when we don’t. We are self-critical. We need to take the focus off ourselves and put it on ...
Kirk Dunn
- Mar 5, 2019
- 2 min
4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships
Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali
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
- May 10, 2018
- 5 min
How to Leverage Empathy to Build Better Customer Relationships
We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s
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