Sharon Oatway
Customer Service Best Practice: How to 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.
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Sharon Oatway
- May 25
- 4 min
Contact Center Outsourced Quality Assurance Primer
The top 10 reasons companies outsource their call center or contact center quality monitoring.
Sharon Oatway
- May 18
- 11 min
Top 10 Qualities of a GREAT Call Center Quality Assurance Analyst
Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
Sharon Oatway
- May 18
- 8 min
10 Tips for Handling Irate Customers Like a Pro
Dealing with angry customers can be tough, but with these 10 tips, you can handle any situation like a customer service pro.
Sharon Oatway
- May 18
- 3 min
Revolutionizing Customer Service Delivery: The Impact of ChatGPT
Explore what ChatGPT will mean to customer service delivery: possible use cases and the impact on 'human' service delivery in the near term
Sharon Oatway
- May 18
- 6 min
4 Reasons to Consider Outsourced Contact Center Quality Assurance
Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Kirk Dunn
- May 17
- 3 min
Best Practice: Managing a Call Center Quality Assurance 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
Sharon Oatway
- May 17
- 6 min
Call Center Scripts, Call Flows, Communication Templates, Interaction Guides
Everything you need to know about call center scripts, call flows, templates and more! See examples and learn about the pros and cons of...
Sharon Oatway
- May 5
- 10 min
Strategies for Managing Stress in Customer Service
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
- May 3
- 9 min
Mastering Customer Service in Today's Environment: 5 Essential Customer Service Skills
Customer service is more important than ever in building customer loyalty. Learn the top 5 skills every customer service agent must master.
Sharon Oatway
- Apr 6
- 7 min
Call Center Quality Monitoring Best Practices
10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.
Kirk Dunn
- Mar 5
- 5 min
4 Ways Customer Service 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
Sharon Oatway
- Jan 20
- 5 min
60 Days + 5 Ways to Lift Your Customer Service Call Center Loyalty Scores
Whether you are tracking customer loyalty through NPS, CSAT, or some other measure, here are 5 ways to lift your results in 60 days.
Sharon Oatway
- Jan 14
- 5 min
Combat the unconscious bias that lurks in customer service
Whether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.
Sharon Oatway
- Aug 16, 2022
- 8 min
5 Common Call Center Training Design Mistakes ... and How to Avoid Them
Learn the five most common mistakes L&D professionals make when developing contact center training.
Sharon Oatway
- May 18, 2022
- 9 min
10 Tips for a Great Call Center Agent Training Experience: Onboarding Agents Successfully
As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Sharon Oatway
- Jun 17, 2021
- 5 min
Call Center Schedule Adherence
In a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the
Sharon Oatway
- Jan 22, 2021
- 7 min
Why aren’t we hearing more EMPATHY in customer service?
This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f
Kirk Dunn
- Jan 5, 2021
- 7 min
Offshore Customer Service Reps Serving North America - Communication Skills
Explore the 10 most common communication issues for frontline customer service agents where English is their second language.
Sharon Oatway
- Oct 21, 2020
- 4 min
Sympathy vs. Empathy ... and why the differences matter
Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
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