The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a slice...
I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know...
Is your company or government agency using a tone of voice that connects with customers online, or is it using a stale, bureaucratic voice that repels them and breeds distrust or...
You know that scene in the heist movie? The one that comes right after the criminals rob the bank but right before the cops bust in? When the ringleader says, “We’ve got to get...
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...
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...
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...
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”...
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”...