by Leslie O'Flahavan | Jan 13, 2019 | Blog, Featured
Wow. It’s been a decade since companies began offering customer service via social media, and we certainly have improved over the years! We’ve shed outsized fears about being criticized by customers in public (gasp). We’re using purpose-built tools...
by Leslie O'Flahavan | Nov 18, 2018 | Uncategorized
New APTA home page New APTA interior page #1 New APTA interior page #2 How to join the Light Rail Transit Association AAR – Freight Rail’s Impact NIH Research Matters NIH – Test predicts whether chemotherapy will help early-stage breast cancer...
by Leslie O'Flahavan | Nov 11, 2018 | Blog, Featured
With the rise of SMS, chat, and social media, is using email for customer service as quaint as sending postal mail? “Tell us about the old days, Grandpa. Did you really have to lick an envelope to seal it?” No, the customer service email channel is not the...
by Leslie O'Flahavan | Sep 2, 2018 | Blog, Featured
Last month, customer service expert Jeff Toister and I co-presented the webinar, “How to Write Like a Human in an Age of Speed.” Jeff reported the results of his survey, “How Fast Should a Business Respond to an Email?” Did you know that 44% of...
by Leslie O'Flahavan | Aug 16, 2018 | Whitepapers & Tools
You’ve spent all morning digging through cover letters, resumes, and writing samples. It’s not easy to figure out whether an applicant has excellent writing skills or even competent ones, and it’s painful to discover after you’ve made an offer that your new employee...
by Leslie O'Flahavan | Aug 7, 2018 | Uncategorized
PSPA – Publications & Products NIH Research Matters Teach for America – bites and snacks AAPA – bites and snacks AAPA – Grassroots Advocacy and Information Network AAPA – Resumes and CVs Brian Reich’s Rule of Four Your...
by Leslie O'Flahavan | Jun 18, 2018 | Uncategorized
Immunization Requirements for Entry Into School – Arlington County Public Schools Immunization Requirements – Baltimore City Public Schools Immunization Information – Allegany County Public Schools How Little Do Users Read? How Chunking...
by Leslie O'Flahavan | Jun 10, 2018 | Uncategorized
NIH Research Matters Teach for America – bites and snacks NGMA – bites and snacks Exponent Philanthropy – bites and snacks Volunteer with the SOA – bites and snacks Potential Pitfalls: How Even New Actuaries Can Make Mistakes –...
by Leslie O'Flahavan | May 31, 2018 | Blog, Featured
Stay with me here as I connect this sad spelling test story to the task of scoring email quality in a contact center. When managers score agents’ email quality in a “gotcha” fashion, or when they score agents on writing skills that haven’t been explained, taught, or...
