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How to Assess Customer Service Agents´ Writing Skills Before You Hire Them – Contact Center Expo & Conference
May 11, 2016 @ 3:15 pm - 4:15 pm
You´ve hired new customer service agents to handle phone calls and e-mails. They’re great on the phone, but their writing skills are poor. Customers complain about errors and lack of clarity in the e-mails they receive. Discover how to avoid this problem by assessing applicants´ writing skills before you hire them or when promoting in-house agents from phone to e-mail.
In this session, you´ll become familiar with strategies for assessing applicants´ writing skills. Discover how to review resumes and cover letters, interview applicants to learn about their writing skills, and test applicants for essential writing skills. You´ll discover how to distinguish between problems with mechanics of writing (“small” picture skills) and problems with organization and tone (“big picture” skills). Learn how to evaluate applicants for both kinds of writing skills and how to remediate their skills, if necessary.