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Jan 27
7 min

Managing Irate Customers

With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.

60 Days + 5 Ways to Lift your Call Center Net Promoter Score

Sharon Oatway

Jan 20
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
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
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

Designing a Call Center Quality Assurance Scorecard

Sharon Oatway

Dec 16, 2020
9 min

Designing 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

Call Center Quality Assurance Specialist Job Description Template

Sharon Oatway

Dec 1, 2020
2 min

Call Center Quality Assurance Specialist Job Description Template

The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...

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.

Why Sales is an Essential Skill for Every Call Center Agent

Sharon Oatway

May 22, 2019
3 min

Why Sales is an Essential Skill for Every Call Center Agent

Every call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.

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 ...

QA for your Outsourced Contact Center BPO Partners

Sharon Oatway

Mar 4, 2019
4 min

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

Leverage Questioning to Deliver Tailored Advice

Sharon Oatway

Feb 21, 2019
5 min

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

Leveraging Empathy to Build Better Customer Relationships

Sharon Oatway

May 10, 2018
5 min

Leveraging 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

Approaching Customer Service with a 'Beginner's Mind'

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

4 Reasons to Consider Outsourcing your Contact Center QA

Sharon Oatway

Jun 19, 2017
5 min

4 Reasons to Consider Outsourcing your Contact Center QA

Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.

Saying “No” to “No” – the Art of Positive Language in Customer Service

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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Want to learn more?

Helping companies keep the promises they make®

1-866-920-2011

Managing Irate Customers

60 Days + 5 Ways to Lift your Call Center Net Promoter Score

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

When English is Your Second Language

Designing a Call Center Quality Assurance Scorecard

Call Center Quality Assurance Specialist Job Description Template

Sympathy vs. Empathy ... and why empathy matters

Walk a Mile in My Shoes - Coaching for Empathy

10 Tips for a Great Call Center Agent Training Experience

Why Sales is an Essential Skill for Every Call Center Agent

Constructive Thinking in a Customer Service Environment

QA for your Outsourced Contact Center BPO Partners

Leverage Questioning to Deliver Tailored Advice

3 Great Reasons to Outsource Your Call Center QA

Leveraging Empathy to Build Better Customer Relationships

Customer Experience – Just another catch-phrase?

Approaching Customer Service with a 'Beginner's Mind'

4 Reasons to Consider Outsourcing your Contact Center QA

Saying “No” to “No” – the Art of Positive Language in Customer Service