Sharon Oatway
Top Customer Service Performance Review Trends
Conducting formal performance reviews for customer service agents can be tricky. Are formal performance reviews a thing of the past?
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Sharon Oatway
Nov 43 min read
‘Scheduling with Care’ Elevates Healthcare Call Center Scheduling Standards
The Healthcare Call Center is often the first interaction between a patient and healthcare provider, making it a critical touchpoint ....
Sharon Oatway
Oct 19 min read
Top 10 Customer Service Skills for 2025
[2025 Update] Here are the top 10 skills your customer service agents need to deliver an experience that reflects your brand at its best.
Sharon Oatway
Sep 44 min read
Is it time to review your Contact Center Quality Monitoring Form?
When was the last time you took a good, hard look at your Contact Center's Quality Monitoring Form?
Sharon Oatway
Sep 34 min read
Hard Skills vs. Soft Skills in Customer Service: The Crucial Balance
In any contact center scenario, the effectiveness of customer interactions often hinges on the interplay between hard skills and soft skills
Sharon Oatway
Aug 27 min read
Mastering Call Control: Essential Techniques for Customer Service Reps
Managing talk time is one of the most challenging aspects of being a Customer Service Rep. Managing ATT is vital for any contact center.
Sharon Oatway
Jul 184 min read
Self-Evaluation: A Guide/Example for Customer Service Reps and Their Managers
This guide will discuss the importance of self-evaluation, provide steps for companies to create the right environment and guidance to CSRs.
Sharon Oatway
May 309 min read
Mastering Call Center Training: 10 Tips to Exceed Expectations
Effective training strategies can make all the difference in driving customer satisfaction and business success. Here are 10 strategies.
Sharon Oatway
May 19 min read
Performance Review Example for Customer Service
This blog post includes examples and best practices in developing and delivering a Performance Review for customer service professionals.
Sharon Oatway
Apr 305 min read
Call Center Quality Monitoring Scores: The Good and The Bad
The QA score is at the heart of evaluating the customer's experience. But are numerical QA scores helping or hindering agent performance?
Sharon Oatway
Mar 193 min read
Contact Center Schedule Adherence - The Policy
Adhering to schedules is essential to delivering consistent service, meeting customer expectations, and equally distributing the workload am
Sharon Oatway
Jan 306 min read
5 Proven Strategies for Effective Customer Service Training in the Digital Age
Customer service training is more crucial than ever. Explore 5 proven strategies that will help create a team of customer service superstars
Sharon Oatway
Jan 24 min read
Is Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations?
Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu
Sharon Oatway
Dec 5, 202311 min read
The Retention Connection: Reversing Contact Center Agent Attrition
Over the last 12 months, frontline contact center attrition rates have increased from an average of 30%-40% to an astonishing 65%-80% ...
Sharon Oatway
Nov 3, 20235 min read
Designing an Effective Quality Assurance Scorecard for Customer Service Call Centers
Explore the key aspects of designing a quality assurance scorecard for customer service centes. Criteria. Pitfalls. Success!
Sharon Oatway
Sep 12, 20235 min read
Mastering Silence: Strategies for Managing Dead Air in Call Centers
Dead air refers to moments of silence or extended pauses during a conversation between a customer and an agent. How to manage dead air?
Sharon Oatway
Aug 22, 20236 min read
Understanding Customer Lifetime Value and the Role of Customer Service
Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.
Kirk Dunn
Aug 9, 20235 min read
The Power of Constructive Thinking in Customer Service
In the fast-paced world of customer service, every interaction can be a potential turning point for a business-customer relationship.
Sharon Oatway
Jun 5, 20234 min read
Elevating Customer Service in the Digital Age
What do customers expect (and need) from a customer service organization? This blog uncovers the top priorities for many organizations
Sharon Oatway
May 30, 20235 min read
Leveraging Questions to Deliver Tailored Advice: Customer Service Best Practice
Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
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