Sharon Oatway

Jun 17, 20215 min read

The Importance of Call Center Schedule Adherence

In a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the

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

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 ....

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

Jun 20, 20186 min read

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?

Kirk Dunn

Mar 6, 20183 min read

Approaching Customer Service with a 'Beginner's Mind'

A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr

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