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Essential Principles for Writing to Customers in a Multichannel World – Contact Center Demo & Conference
October 19, 2015 @ 1:30 am - 5:00 pm
Register now for my October 19 preconference workshop at ICMI‘s Contact Center Demo & Conference in Las Vegas.
While you want customers to receive excellent written service in the channel they prefer, you’ve got to give them a consistent experience whether it’s a letter, email, chat, text, social media, or self-service. This hands-on workshop will describe 10 principles for writing to customers in any channel. Learn how to ensure consistency of tone, the appropriate level of formality for each channel, and how/when to repurpose content between channels. You’ll review and comment on actual samples of written customer service, and leave with a guide to share with your customer service managers, quality assurance leads, and frontline agents.