[This article was originally published by ICMI.] As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI...
[This article was originally published by Contact Center Pipeline.] These 10 tips will enable you to focus on your message. Your heart is in the right place. You intend to focus on the important...
[This article was originally published by WordRake.] If you’re a heartbroken poet living in an unheated garret in Paris, there’s no doubt your writing process includes suffering: the hours you spend...
If you were building a playground for your local elementary school, you’d never install swings with chains that pinch little fingers or a teeter-totter that catapults kindergarteners into the air. A...
To write great knowledge base articles, you should think like a tailor. To make a bespoke suit jacket, a tailor takes many measurements, everything from the width of the shoulders to the...
[This article was originally published by WordRake.] I’m weird. I love editing. With a finished draft in hand, I’m eager to ask myself editing questions like “Is this document convincing?”, “Have I...
“Too long, uncaring, and off-brand.” Three criticisms you never want to hear about your social media responses to customers! But it can be difficult to write posts that are short enough, empathetic...
[This article was originally published by WordRake.] “How hungry is my reader?” When we sit down to write a web page, report, proposal, or blog post, we’re often plagued by uncertainty about our...
A version of this blog first appeared on the North Bridge Group website. Publication date: March 10, 2024 You’re a CSR, and there’s so much you hate about your job. Customers shriek at you all day....
Despite the training, mentoring, coaching, incentives, macros, knowledgebase, and pizza Fridays you’ve provided, some of your customer service agents are still weak writers. Maybe it’s time to let...
Chat has been around forever and customers love the channel. They choose chat when they need to multitask, when they want a written record of the agent’s instructions they can refer to later, and...
I’m not sure whether it’s a turf battle, a sibling rivalry, or a custody fight, but whatever is going on between the Customer Service Team and the Marketing Team is hurting customers who reach out...
