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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...
Persuasive Writing: How to Write so People Know What You Want and Do What You Ask
Are you frustrated when colleagues or clients don’t read or respond appropriately to your e-mails, reports, requests, or proposals? Do you find yourself wondering whether people are actually reading the documents you’ve carefully crafted for them? Are you full of...
E-Mail Writing Essentials For Supervisors: Assessing And Improving Customer Service Agents’ E-Mail
You've hired new customer service agents to handle phone and e-mail inquiries. You've discovered they are great on the phone, but their writing skills are poor. Customers are complaining about errors and lack of clarity in the e-mail responses they’ve received. ...
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...
