Sharon OatwayJan 145 minThe unconscious bias that lurks in customer serviceWhen we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
Sharon OatwayJun 9, 20216 minThird-Party QA for Outsourced Contact CentersYou 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 OatwayJan 27, 20217 minManaging Irate Customers in Customer ServiceWith the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
Sharon OatwayJan 20, 20215 min60 Days + 5 Ways to Lift your Call Center Net Promoter Score As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...
Sharon OatwayJan 20, 20215 min4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized AlternativeWe 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 DunnJan 5, 20217 minWhen English is Your Second LanguageMany contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang
Sharon OatwayJul 28, 20209 min10 Tips for a Great Call Center Agent Training ExperienceAs more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Sharon OatwayMay 28, 202010 minTop 10 Qualities of a GREAT Call Center QA AnalystContact Center QA Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
Sharon OatwayNov 1, 20192 minInternal or Outsourced QA? Things to considerMaking a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...
Sharon OatwayOct 3, 20196 minThe Latest Trends in Quality AssuranceThe Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.
Kirk DunnApr 30, 20193 minBest Practice: Managing a QA Calibration SessionQA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly
Kirk DunnApr 15, 20192 minConstructive Thinking in a Customer Service EnvironmentWe 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 DunnMar 5, 20192 min4 Ways Agents Can Leverage Empathy To Build Better Customer RelationshipsEmpathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali
Sharon OatwayMar 4, 20194 minOutsource QA for your Outsourced Contact Center BPO PartnersWell, the reality is that outsourcing your contact center doesn’t mean you can step completely away. You need to stay engaged. Even the best
Sharon OatwayFeb 21, 20195 minHow to Leverage Questioning to Deliver Tailored AdviceEffective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
Kirk DunnFeb 20, 20193 min3 Great Reasons to Outsource Your Call Center QAThe 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
Sharon OatwaySep 25, 20184 minContact Center Outsourced Quality Assurance PrimerIt almost always makes sense to outsource some or all of your quality monitoring to an independent third party. Here are the top 10 reasons
Kirk DunnJun 20, 20186 minMoving from an "Exhausting" to "Effortless" ExperienceWe need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?
Sharon OatwayMay 10, 20185 minHow to Leverage Empathy to Build Better Customer RelationshipsWe usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s
Sharon OatwayMay 10, 20183 minCustomer Experience – Just another catch-phrase?Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those