When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...

No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.

With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.

Do your CSRs have the skills needed to deliver an experience that reflects your brand at its best. Check out the Top 10 CS Skills for 2021

As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...

Many contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang

This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds

Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different

There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....

As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.

The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.

Every call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.

QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly

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 ...

Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali

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

Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.

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

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

We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?