Sharon Oatway
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
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Sharon Oatway
- Jan 27, 2021
- 7 min
Managing Irate Customers in Customer Service
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, 2021
- 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
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
- Jan 20, 2021
- 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 ...
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
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
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
- 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 ....
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.
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
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 ...
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
Sharon Oatway
- Mar 4, 2019
- 4 min
Outsource 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
Sharon Oatway
- Feb 21, 2019
- 5 min
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.
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
Sharon Oatway
- Sep 25, 2018
- 4 min
Contact Center Outsourced Quality Assurance Primer
It 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 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
- 5 min
How to Leverage Empathy to Build Better Customer Relationships
We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s
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