Sharon OatwayMay 254 minContact Center Outsourced Quality Assurance PrimerThe top 10 reasons companies outsource their call center or contact center quality monitoring.
Sharon OatwayMay 186 min4 Reasons to Consider Outsourced Contact Center Quality AssuranceInvestigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Sharon OatwayApr 187 minPeace of Mind for Outsourced Call Centers: Independent Quality AssuranceYou 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 OatwayApr 67 minCall Center Quality Monitoring Best Practices10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.
Kirk DunnJan 5, 20217 minCommunication Skills for Multilingual Customer Service Reps Serving North America Explore the 10 most common communication issues for frontline customer service agents where English is their second language.
Kirk DunnSep 6, 20166 minSaying “No” to “No” – the Art of Positive Language in Customer ServiceNo 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