Presentation for the ACCE 2013 Conference

Whether the vehicle is a letter, e-mail, live chat, or social media, ensuring the quality of written communications is a challenge faced in many contact centers. This session presents the Ten Commandments for Writing to Customers – no matter which channel you’re using. For example, learn how to write to support #3: “Thou shalt build rapport with the customer;” and find out how to avoid problems with #8: “Thou shalt use correct spelling, punctuation, and grammar.” Discover ways to distinguish between minor problems that don’t affect communication quality and those that harm first contact resolution, loyalty, and sales.