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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Sharon Oatway
- May 5, 2021
- 10 min
Strategies for Managing Stress at Work
No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
Sharon Oatway
- Jan 22, 2021
- 7 min
Why aren’t we hearing more EMPATHY in customer service?
True empathy involves using our feelings to understand the feelings of someone else.
Sharon Oatway
- Oct 21, 2020
- 4 min
Sympathy vs. Empathy ... and why empathy matters
Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
Sharon Oatway
- Nov 1, 2019
- 2 min
Internal or Outsourced QA? Things to consider
Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...