Sharon OatwayJan 145 minThe unconscious bias that lurks in customer serviceWhen we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
Sharon OatwayJun 9, 20216 minThird-Party QA for Outsourced Contact CentersYou may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.
Sharon OatwayMay 5, 202110 minStrategies for Managing Stress at WorkNo matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
Sharon OatwayJan 27, 20217 minManaging Irate Customers in Customer ServiceWith the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
Sharon OatwayJan 20, 20215 min60 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 OatwayJan 20, 20215 min4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized AlternativeWe 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 DunnJan 5, 20217 minWhen English is Your Second LanguageMany contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang
Sharon OatwayDec 16, 20209 minDesigning 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
Sharon OatwayDec 1, 20202 minCall Center Quality Assurance Specialist Job Description TemplateThe Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...
Sharon OatwayOct 21, 20204 minSympathy vs. Empathy ... and why empathy mattersBoth empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
Sharon OatwayOct 21, 20201 minWalk a Mile in My Shoes - Coaching for EmpathyThere has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Sharon OatwayJul 28, 20209 min10 Tips for a Great Call Center Agent Training ExperienceAs more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Sharon OatwayMay 22, 20193 minWhy Sales is an Essential Skill for Every Call Center AgentEvery call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.
Kirk DunnApr 15, 20192 minConstructive Thinking in a Customer Service EnvironmentWe 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 ...
Sharon OatwayMar 4, 20194 minOutsource QA for your Outsourced Contact Center BPO PartnersWell, 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 OatwayFeb 21, 20195 minHow to Leverage Questioning to Deliver Tailored AdviceEffective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
Kirk DunnFeb 20, 20193 min3 Great Reasons to Outsource Your Call Center QAThe 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 OatwayMay 10, 20185 minHow to Leverage Empathy to Build Better Customer RelationshipsWe usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s
Sharon OatwayMay 10, 20183 minCustomer 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 DunnMar 6, 20183 minApproaching 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