Sharon Oatway
Call Center Quality Assurance Analyst Training [Includes Job Description + KPIs]
Call Center QA teams are often small. Investing in comprehensive training upfront will contribute to your QA program's overall success.
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![Call Center Quality Assurance Analyst Training [Includes Job Description + KPIs]](https://static.wixstatic.com/media/91af56_c8fa8554b76145b8af1d15b01b1d38bf~mv2.jpg/v1/fill/w_1816,h_1364,fp_0.50_0.50,q_90,enc_auto/91af56_c8fa8554b76145b8af1d15b01b1d38bf~mv2.jpg)
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 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
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
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
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?
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
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.
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
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
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 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.
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