Sharon OatwayJan 22, 20217 minWhy 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 OatwayJan 20, 20215 min4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized AlternativeWe 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
Sharon OatwayOct 21, 20201 minEmpathy in Customer Service: Coaching for Better Customer ExperiencesThere has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Kirk DunnJun 20, 20186 minMoving from an "Exhausting" to "Effortless" ExperienceWe need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?
Sharon OatwayMay 10, 20183 minCustomer Experience – Just another catch-phrase?Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those