[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:...
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...
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...
[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...
“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...
[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...
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...
Despite the training, mentoring, coaching, incentives, macros, knowledgebase, and pizza Fridays you’ve provided, some of your customer service agents are still weak writers....
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...