Register now for ICMI’s Contact Center Expo and attend my session on Weds, May 15: Five Things You Should Stop Writing to Customers Right Now

You may be writing to customers in newer channels like social, chat or SMS, and with newer tools like chatbots. But if you’re using old, played-out words and phrases when you communicate with customers, your responses can backfire, causing write-backs, loss of business, or social shaming. This hands-on session will identify five insincere, generic, or tired-sounding customer service phrases, and review real-world examples of customer communications that illustrate the damage they do to service quality. This session will offer fresh, honest replacement wording for these exhausted phrases – a simple step that can deliver quick “wins” for your center.