Sharon Oatway
Top 10 Qualities of a GREAT Call Center Quality Assurance Analyst
Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
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Sharon Oatway
May 18, 20238 min read
10 Tips for Handling Irate Customers Like a Pro
Dealing with angry customers can be tough, but with these 10 tips, you can handle any situation like a customer service pro.
Sharon Oatway
May 18, 20233 min read
Revolutionizing Customer Service Delivery: The Impact of ChatGPT
Explore what ChatGPT will mean to customer service delivery: possible use cases and the impact on 'human' service delivery in the near term
![Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]](https://static.wixstatic.com/media/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg/v1/fill/w_1816,h_1364,fp_0.50_0.50,q_90,enc_auto/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg)
Sharon Oatway
May 17, 20239 min read
Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Kirk Dunn
May 17, 20233 min read
Best Practice: Managing a Call Center Quality Assurance Calibration Session
QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly
Sharon Oatway
May 17, 20236 min read
Call Center Scripts, Call Flows, Communication Templates, Interaction Guides for Improved Results
Everything you need to know about call center scripts, call flows, templates and more! See examples and learn about the pros and cons of...
Sharon Oatway
May 16, 20235 min read
Winning Back Customer Trust: 5 Essential Questions for Exceptional Customer Service
This blog discusses the critical importance of customer trust and the role call center agents role play in (re)building customer trust.
Sharon Oatway
May 5, 202310 min read
Strategies for Managing Stress in Customer Service
No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
Sharon Oatway
Apr 18, 20237 min read
Peace of Mind for Outsourced Call Centers: Third Party Quality Assurance
You 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 Oatway
Apr 6, 20237 min read
Call Center Quality Monitoring Best Practices
10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.
Kirk Dunn
Mar 5, 20235 min read
4 Ways Customer Service Agents Can Leverage Empathy To Build Better Customer Relationships
Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali
Sharon Oatway
Jan 20, 20235 min read
60 Days + 5 Ways to Lift Your Call Center's Customer Loyalty Scores
Whether you are tracking customer loyalty through NPS, CSAT, or some other measure, here are 5 ways to lift your results in 60 days.
Sharon Oatway
Jan 14, 20235 min read
The unconscious bias that lurks in customer service
Whether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.
Sharon Oatway
Aug 16, 20228 min read
5 Common Call Center Training Design Mistakes ... and How to Avoid Them
Learn the five most common mistakes L&D professionals make when developing contact center training.
Sharon Oatway
May 18, 20229 min read
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.
Sharon Oatway
Jan 22, 20217 min read
Why aren’t we hearing more EMPATHY in customer service?
This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f
Sharon Oatway
Jan 20, 20215 min read
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, 20217 min read
Communication Skills for Multilingual Customer Service Reps Serving North America
Explore the 10 most common communication issues for frontline customer service agents where English is their second language.
Sharon Oatway
Oct 21, 20204 min read
Sympathy vs. Empathy ... and why the differences matter in Customer Service
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, 20201 min read
Empathy in Customer Service: Coaching for Better Customer Experiences
There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
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