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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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
- 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
- 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