Sharon Oatway
Customer Service Best Practice: 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.
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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
- May 16
- 5 min
Winning Back Customer Trust: 5 Essential Questions for Exceptional Customer Service
This blog discusses the critical importance of customer trust and the role call center agents role play in (re)building customer trust.
Sharon Oatway
- May 3
- 9 min
Mastering Customer Service in Today's Environment: 5 Essential Customer Service Skills
Customer service is more important than ever in building customer loyalty. Learn the top 5 skills every customer service agent must master.
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.
Kirk Dunn
- Mar 5
- 5 min
4 Ways Customer Service 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
- Jan 20
- 5 min
60 Days + 5 Ways to Lift Your Customer Service Call Center 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
- Jan 14
- 5 min
Combat the unconscious bias that lurks in customer service
Whether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.
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 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
Offshore 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
- 4 min
Sympathy vs. Empathy ... and why the differences matter
Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
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
- 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 ...
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
- 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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