Sharon Oatway

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

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...

New Posts