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Jan 27
7 min

Managing Irate Customers

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

Sharon Oatway

Jan 22
8 min

Top 10 Customer Service Skills for 2021

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

Why aren’t we hearing more EMPATHY in customer service?

Sharon Oatway

Jan 22
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.

60 Days + 5 Ways to Lift your Call Center Net Promoter Score

Sharon Oatway

Jan 20
5 min

60 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 ...

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

Sharon Oatway

Jan 20
5 min

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

We 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 Dunn

Jan 5
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

Designing a Call Center Quality Assurance Scorecard

Sharon Oatway

Dec 16, 2020
9 min

Designing a Call Center Quality Assurance Scorecard

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

Call Center Quality Assurance Specialist Job Description Template

Sharon Oatway

Dec 1, 2020
2 min

Call Center Quality Assurance Specialist Job Description Template

The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...

Sympathy vs. Empathy ... and why empathy matters

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

Walk a Mile in My Shoes - Coaching for Empathy

Sharon Oatway

Oct 21, 2020
1 min

Walk a Mile in My Shoes - Coaching for Empathy

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

10 Tips for a Great Call Center Agent Training Experience

Sharon Oatway

Jul 28, 2020
9 min

10 Tips for a Great Call Center Agent Training Experience

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

Top 10 Qualities of a GREAT Call Center QA Analyst

Sharon Oatway

May 28, 2020
10 min

Top 10 Qualities of a GREAT Call Center QA Analyst

Contact Center QA Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.

Sharon Oatway

Oct 3, 2019
6 min

The Latest Trends in Quality Assurance

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

Why Sales is an Essential Skill for Every Call Center Agent

Sharon Oatway

May 22, 2019
3 min

Why Sales is an Essential Skill for Every Call Center Agent

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

Best Practice: Managing a QA Calibration Session

Kirk Dunn

Apr 30, 2019
3 min

Best Practice: Managing a QA Calibration Session

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

Constructive Thinking in a Customer Service Environment

Kirk Dunn

Apr 15, 2019
2 min

Constructive Thinking in a Customer Service Environment

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 ...

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

Kirk Dunn

Mar 5, 2019
2 min

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

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

QA for your Outsourced Contact Center BPO Partners

Sharon Oatway

Mar 4, 2019
4 min

QA for your Outsourced Contact Center BPO Partners

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

Leverage Questioning to Deliver Tailored Advice

Sharon Oatway

Feb 21, 2019
5 min

Leverage Questioning to Deliver Tailored Advice

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

3 Great Reasons to Outsource Your Call Center QA

Kirk Dunn

Feb 20, 2019
3 min

3 Great Reasons to Outsource Your Call Center QA

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

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Want to learn more?

Helping companies keep the promises they make®

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Managing Irate Customers

Top 10 Customer Service Skills for 2021

Why aren’t we hearing more EMPATHY in customer service?

60 Days + 5 Ways to Lift your Call Center Net Promoter Score

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

When English is Your Second Language

Designing a Call Center Quality Assurance Scorecard

Call Center Quality Assurance Specialist Job Description Template

Sympathy vs. Empathy ... and why empathy matters

Walk a Mile in My Shoes - Coaching for Empathy

10 Tips for a Great Call Center Agent Training Experience

Top 10 Qualities of a GREAT Call Center QA Analyst

The Latest Trends in Quality Assurance

Why Sales is an Essential Skill for Every Call Center Agent

Best Practice: Managing a QA Calibration Session

Constructive Thinking in a Customer Service Environment

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

QA for your Outsourced Contact Center BPO Partners

Leverage Questioning to Deliver Tailored Advice

3 Great Reasons to Outsource Your Call Center QA