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Sharon Oatway

Sharon Oatway
Sharon Oatway is a Customer Service, Sales and Marketing professional with more than three decades of hands-on experience elevating the overall customer experience along with multi-channel contact center performance.As President & Chief Experience Officer of VereQuest, Sharon and her team have listened to/read and analyzed several million customer interactions for some of North America’s leading brands.As a result, Sharon is a recognized thought-leader in what it takes to build and sustain great customer experiences.

Is it Time to Bid Farewell to the Email Customer Service Channel?

Rapid technological advancement and shifting consumer preferences have marked the last five years. Businesses now find themselves at a crossroads in the realm of...

Call Center Scripts, Call Flows, Communication Templates, Interaction Guides… oh my!

Source: DepositPhotos.com There has been much discussion among call center executives over the years about the use of call center scripts or call...

Top 10 Customer Service Skills for 2021

Top 10 Customer Service Skills for 2021 To those of us on the frontline of customer service, it will come as no surprise that poor...

If empathy is so important, why aren’t we hearing more of it in customer service?

In VereQuest’s contact center quality assurance practice, we have been listening to, reading, and analyzing calls, emails, and chat sessions for almost two decades....

10 Characteristics of a Great Contact Center Agent Learning Experience

gent We can all remember the first few days of any new job. Anxious. Excited. Overwhelmed. Onboarding -- the first few weeks of a call...

Top 10 Qualities of a GREAT Call Center QA Analyst

The Importance of Quality Assurance Your contact center’s interactions with customers – be they via phone, chat, or email channels – reveal how well you...

Quality Monitoring for Outsourced Contact Centers

Image Credit: Storyblocks Avoid Outsourcing Surprises You decided to outsource your contact center so you could focus on other key areas. Great...

[Part 1] Why The Time To Re-evaluate Your Contact Center’s Quality Monitoring Program Is Now!

This is the first post in a 3-part series about outsourced contact center quality monitoring. Check back soon for the second and third installments! In...

Customer Experience-Just Another Catch-Phrase?

I am dating myself, but back in the late 80’s I authored a strategic plan for a major financial institution brazenly titled “Relationship Banking...

Saying “No” To “No”-The Art Of Positive Language In The Call Center

Image Credit: Bigstock No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward...

4 Reasons Why Customer Surveys Are Challenging And 1 Under-Utilized Alternative

Image Credit: Bigstock We all know how important it is to check-in with our call center customers from time to time to see how...

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