Sharon Oatway
Sharon Oatway
For more than 3 decades, Sharon Oatway has been passionate about helping organizations deliver customer experiences that truly make a difference. As President + Chief Experience Officer of VereQuest, she and her team have analyzed millions of customer interactions across North America— uncovering the insights that drive better service, stronger relationships, and lasting loyalty. Today, Sharon is recognized as a leading voice in building and sustaining exceptional customer experiences.
The Human-in-the-Loop Advantage: Balancing AI Efficiency with Empathy in Customer Service
Artificial Intelligence (AI) is transforming the contact center faster than any technology in modern history. Across industries—from banking and insurance to travel, utilities, retail, and…
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...