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Scoring the Quality of Email, Chat, and Social Media Customer Service – Contact Center Symposium

November 19, 2015

ICMI_Contact_Center_Symposium_2015Register now. Use discount code LESLIE and save 10% off any Symposium session.



Learn how to measure quality and coach effectively to improve your written service.

Now that your contact center is doing its best to deliver multichannel customer service, you and your team leads must focus on measuring service quality. You’ve been scoring phone and email quality for years, but now you need to expand your QA efforts to include chat and social media. It’s pretty easy to rate agent performance on simple quality measures, such as response time. But other measures, such as first contact resolution and customer rapport, are more difficult to assess in the fast-flowing customer service world.

In this day-long workshop, you’ll learn which standards to use when scoring the quality of written customer service. You’ll learn whether to focus more on “small picture” skills, such as grammar and punctuation, or “big picture” skills.  You’ll practice using E-WRITE’s Scoring Tools and discuss how to adapt these tools to your organization’s needs.

You’ll also learn about the importance of coaching as you develop your agents’ writing skills. This workshop will help you separate your dual roles as your agents’ writing coach and their quality scorer. You’ll learn which coaching methods really help people become better writers, and when to stop coaching an agent who isn’t willing or able to improve.

Learn How To:

  •     Decide how often to score agents’ written customer service
  •     Understand which measures of phone service quality also apply to written channels
  •     Use Scoring Tools for email, chat, and social media
  •     Set written communication standards before scoring agents’ performance
  •     Coach agents to improve their writing skills
  •     Distinguish between coaching and scoring… and do more coaching
  •     Establish peer coaching and mentoring programs
  •     Use a portfolio approach to reviewing agents’ written customer service

Who Should Attend?
Directors, Managers, and Supervisors responsible for monitoring, coaching, and/or quality improvement in written channels.


November 19, 2015


Arizona Grand Resort & Spa
AZ United States + Google Map