by Leslie O'Flahavan | Sep 2, 2018 | Featured, Writing Matters Blog
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 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 | Featured, Writing Matters Blog
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...
by Leslie O'Flahavan | May 8, 2018 | Uncategorized
Bite, Snack, Meal examples (from May 8 webinar) NIH Research Matters Consumer Finance Protection Bureau – home page Peace Corps – Volunteer Google search results – Charles Schwab Security Management magazine American Association of University Women...
by Leslie O'Flahavan | Apr 16, 2018 | Featured, Writing Matters Blog
I can picture you. It’s the end of a busy week and you’ve finally carved out an hour or so to do a quality check on the emails your agents send to customers. From the “Sent” pile, you randomly grab a response written by “Marian” and settle in with your QA scorecard to...
by Leslie O'Flahavan | Apr 13, 2018 | Featured, Writing Matters Blog
I. Am. Pumped! Last October, I met consumer advocate and syndicated travel writer Christopher Elliott when he gave a wonderful presentation at a customer relations conference. When I proposed that we co-author an article about airlines’ communications with...
by Leslie O'Flahavan | Apr 2, 2018 | Uncategorized
How Little Do Users Read? How Chunking Helps Content Processing Legibility, Readability, and Comprehension: Making Users Read Your Words The Impact of Tone of Voice on Users Brand Perception IAPSC – Member Classifications ISMA – Membership ASIS...
by Leslie O'Flahavan | Jan 18, 2018 | Featured, Writing Matters Blog
If your company is gearing up to offer customer service via text, that’s great! Your customers are going to love the convenience. Texting is their go-to channel for personal communication, and they’re eager use it to contact companies when they have questions or need...
