Sharon Oatway
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 ...
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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
- 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
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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