Sharon Oatway
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 flows. And for a good reason. After all, once a customer gets through the company’s automated IVR system and reaches...
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 customer service is estimated to cost businesses more than $75 billion a year. We also understand that customer service...
If empathy is so important, why aren’t we hearing more of it in customer...
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. It's was no surprise to us when a recent PWC survey noted that “59% of global consumers felt that...
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 center agent’s life with an organization -- is often overlooked. Although research conducted by Glassdoor found that well thought out...
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 are taking care of the people who use your products/services. It is through these points of contact that 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 idea! You put out an RFP and did your due diligence. You carefully considered the key drivers of...
[Part 2] Is Outsourced Quality Monitoring Right For Your Business?
This is the second post in a 3-part series...
[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 today’s business environment there is no question of the value of contact center quality monitoring and its role in driving...
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 for the 90’s” and I went on to present my observations and predictions at conferences throughout North America. In...
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 on our chosen path. And when we run into this block, most of us will try to get around it....
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 we are doing … from their perspective, not ours. However, for some companies, that can be a challenging prospect. Indirect...