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
- 8 min
10 Tips for Handling Irate Customers Like a Pro
Dealing with angry customers can be tough, but with these 10 tips, you can handle any situation like a customer service pro.
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.
![Contact Center Quality Assurance Specialist Job Description [Free Template]](https://static.wixstatic.com/media/91af56_eb15be8ce5af4114b5c55ca2e673b159~mv2.jpg/v1/fill/w_454,h_341,fp_0.50_0.50,q_90,enc_auto/91af56_eb15be8ce5af4114b5c55ca2e673b159~mv2.jpg)
Sharon Oatway
- May 17
- 3 min
Contact Center Quality Assurance Specialist Job Description [Free Template]
FREE Contact Center Quality Assurance Specialist / Analyst job description. Updated 2023.
![Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]](https://static.wixstatic.com/media/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg/v1/fill/w_454,h_341,fp_0.50_0.50,q_90,enc_auto/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg)
Sharon Oatway
- May 17
- 9 min
Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
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 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.
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
- Aug 16, 2022
- 8 min
5 Common Call Center Training Design Mistakes ... and How to Avoid Them
Learn the five most common mistakes L&D professionals make when developing contact center 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 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 ...
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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