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    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 ...
    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.
    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
    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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