Sharon Oatway
Contact Center Quality Assurance Job Description + KPIs
Contact Center Quality Assurance Specialist/Analyst job description and key performance measures. Updated for 2025.
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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
Jul 184 min read
Self-Evaluation: A Guide/Example for Customer Service Reps and Their Managers
This guide will discuss the importance of self-evaluation, provide steps for companies to create the right environment and guidance to CSRs.
Sharon Oatway
May 306 min read
4 Reasons to Consider Outsourced Contact Center Quality Assurance
Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Sharon Oatway
May 19 min read
Performance Review Example for Customer Service
This blog post includes examples and best practices in developing and delivering a Performance Review for customer service professionals.
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
Jan 24 min read
Is Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations?
Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu
Sharon Oatway
Dec 5, 202311 min read
The Retention Connection: Reversing Contact Center Agent Attrition
Over the last 12 months, frontline contact center attrition rates have increased from an average of 30%-40% to an astonishing 65%-80% ...
Sharon Oatway
Nov 3, 20234 min read
Leveraging Quality Assurance as a Service (QAaaS) for Superior Customer Service
Quality Assurance as a Service (QAaaS) is a model where companies partner with a third party to assess their agent/customer interactions.
Sharon Oatway
Oct 3, 20235 min read
Is it Time to Bid Farewell to the Email Customer Service Channel?
Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...
Sharon Oatway
Sep 11, 20237 min read
Measure What Matters: Customer Service Targets + KPIs
Many organizations are (rightfully) recognizing customer service as a key differentiator. What KPIs matter most?
Sharon Oatway
Aug 22, 20236 min read
Understanding Customer Lifetime Value and the Role of Customer Service
Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.
Sharon Oatway
Aug 18, 20235 min read
Back to the Call Center: The touchy topic of business attire and hygiene
With many agents returning from a work-from-home environment (where not showering and wearing pajamas wasn't a problem), dress code and pers
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
Jun 6, 20234 min read
The Future of Customer Service: Evolving Roles and the Importance of Human Connections
This blog explores the skills customer service representatives will need in a future supported by AI, where self-serve is the norm.
Sharon Oatway
Jun 5, 20234 min read
Elevating Customer Service in the Digital Age
What do customers expect (and need) from a customer service organization? This blog uncovers the top priorities for many organizations
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 25, 20234 min read
Contact Center Outsourced Quality Assurance Primer
The top 10 reasons companies outsource their call center or contact center quality monitoring.
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