How fast is fast enough? Contact centers are being pressed to respond to customers faster than ever before via email and a growing list of written channels including live chat, social media, and SMS. But fast replies aren’t always good replies, right?

Join customer service writing expert Leslie O’Flahavan and service culture fanatic Jeff Toister to learn how to balance the demands of speed, automation, and humanity in your written communication to customers.

• Explore the latest research on how quickly customers expect you to answer their emails.
• Discover how to balance the need for speed when you have a limited number of people to answer emails during a limited number of hours each day.
• Learn how to use email templates and automation tools while still delivering a personalized experience.

You’ll gain practical email tools and ideas you can implement immediately, so your team will write complete, helpful emails to customers…and do it quickly!