This day-long course will help contact center managers move beyond measuring the quantity of e-mail agents answer to measuring the quality of agents’ e-mail to customers.  You’ll learn how to gauge your agents’ writing strengths as well as the seriousness of your agents’ spelling, grammar, or punctuation errors.  You’ll also learn how e-mail quality (not quantity) leads to first contact resolution.

What you will learn:

• How to identify the traits of well-written e-mail to customers
• How to measure the quality of your agents’ e-mail using E-WRITE’s Customer Service E-Mail Scoring Tool
• How to improve agents’ writing skills
• How to develop a writing skills recognition program for your contact center

What you will do:

• Adapt E-WRITE’s Customer Service E-Mail Scoring Tool to be used for monitoring in your contact center
• Practice using the E-Mail Scoring Tool
• Calibrate the scoring task so agents can be sure their work is being scored fairly and without the scorer’s bias

Course length: one day or half day