Kirk Dunn
The Power of Constructive Thinking in Customer Service
In the fast-paced world of customer service, every interaction can be a potential turning point for a business-customer relationship.
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Sharon Oatway
- May 30
- 5 min
Customer Service Best Practice: Leveraging Questions 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.
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.
![Top 10 Customer Service Skills [Updated in 2023]](https://static.wixstatic.com/media/91af56_ad5ba6feb9ee40ccaa5c71ce8a3f221f~mv2.jpg/v1/fill/w_454,h_341,fp_0.50_0.50,q_90,enc_auto/91af56_ad5ba6feb9ee40ccaa5c71ce8a3f221f~mv2.jpg)
Sharon Oatway
- May 18
- 8 min
Top 10 Customer Service Skills [Updated in 2023]
Here are the top 10 skills your customer service agents need to deliver an experience that reflects your brand at its best.
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
- 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
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 Call Center's Customer 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
- 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
The Importance of 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
Sharon Oatway
- Jan 20, 2021
- 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, 2021
- 7 min
Multilingual 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
Sharon Oatway
- Oct 21, 2020
- 1 min
Empathy in Customer Service: Coaching for Better Customer Experiences
There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Kirk Dunn
- Jun 20, 2018
- 6 min
Moving from an "Exhausting" to "Effortless" Experience
We 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 Oatway
- May 10, 2018
- 3 min
Customer 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
Kirk Dunn
- Mar 6, 2018
- 3 min
Approaching Customer Service with a 'Beginner's Mind'
A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr
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
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