Helping companies keep the promises they make®

1-866-920-2011 
  • Home

  • Solutions

    • Outsourced Quality Assurance
    • Quality Assurance Software
    • Contact Center Training
    • Customer Journey Mapping
    • Call Center Consulting
  • Resources

    • VereQuest Resources
    • Quality Assurance Assessment
    • Industry Resources
  • About Us

    • Privacy
    • Terms + Conditions
  • Contact Us

  • Blog

  • More

    Use tab to navigate through the menu items.
    • All Posts
    • Agent Skills
    • Customer Experience
    • Outsourcing Quality Monitoring
    • Customer Service
    • Call Center Quality Monitoring
    • Call Center Training
    Search
    Call Center Schedule Adherence
    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
    Managing Irate Customers in Customer Service
    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.
    Top 10 Customer Service Skills for 2021
    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
    Why aren’t we hearing more EMPATHY in customer service?
    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.
    60 Days + 5 Ways to Lift your Call Center Net Promoter Score
    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 ...
    4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative
    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
    When English is Your Second Language
    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
    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.
    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
    Outsource QA for your Outsourced Contact Center BPO Partners
    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
    How to Leverage Questioning to Deliver Tailored Advice
    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.
    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
    Contact Center Outsourced Quality Assurance Primer
    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
    Moving from an "Exhausting" to "Effortless" Experience
    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?
    How to Leverage Empathy to Build Better Customer Relationships
    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
    Customer Experience – Just another catch-phrase?
    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
    1
    2
    Want to learn more?

    SOLUTIONS

    Call Center Training

    Call Center QA Software

    Outsourced Call Center QA

    Call Center QA Software

    Customer Journey Mapping

    Call Center Consulting

    RESOURCES

    VereQuest Resources

    Industry Resources

    ​

    ABOUT US

    Privacy Policy

    Terms & Conditions

     

     

    CONTACT US

    ​

    416-362-6777 Ext. 222

    866-920-9211 Ext. 222

    ​

    info@verequest.com

    Toronto | CANADA

    LinkedIn logo
    Twitter logo
    youtube logo
    pinterest logo
    facebook logo

    ©2020 by VereQuest Incorporated.  All Rights Reserved.