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.

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 3, 20196 min read

The Latest Trends in Contact Center Quality Assurance - Contact Center Pipeline (2019)

The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.

Sharon Oatway

May 22, 20193 min read

Why Sales is an Essential Skill for Every Call Center Agent

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

Kirk Dunn

Sep 6, 20166 min read

Saying “No” to “No” – the art of positive language when dealing with upset customers

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