Courses for managers

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Measuring the Quality of Customer Service E-Mail

This day-long course will help contact center managers move beyond measuring the quantity of e-mail agents answer to measuring the quality of agents’ e-mail to customers.  You’ll learn how to gauge your agents’ writing strengths as well as the seriousness of your...

Essential Writing Skills for Techies

Competent technical support is the backbone of your help desk or contact center.  But while “techies” may be great at solving customer problems, they may lack the skills to convey their expertise in writing.  Their written responses to customer problems may be too...

Managing Other People’s Writing

Do you find it easier to rewrite your staff’s work than guide them through a revision? Would you like to reduce the amount of time you spend managing and editing staff writers’ work?  Do you need to learn how to help resistant or defensive writers?  This workshop will...

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