HDI
Doing What Doesn’t Come Naturally: Why IT Support Pros Must Know How to Express Empathy – SupportWorld Live conference
Omni Resort at ChampionsGate 1500 Masters Boulevard, Champions Gate, FL, United StatesMost people don't think "How empathetic!" when they think of technical support. In fact, the engineers, technical experts, SMEs, and other professionals who work in support can be overtly hostile to the mere idea of expressing empathy. When asked to write customer communications that show empathy, they balk and reply, "Just how much 'marshmallow' do […]
The High Costs of a Badly Written Knowledge Base Article – SupportWorld Live conference
Omni Resort at ChampionsGate 1500 Masters Boulevard, Champions Gate, FL, United StatesTo support organizations and customers alike, badly written knowledge base (KB) articles are costly, very costly. A company spends or loses money each time a person has to struggle to read bad KB content. And bad KB articles cost organizations something precious that's not measured in dollars or cents: trust. In this session, Leslie O'Flahavan […]
5 Writing Skills Tech Support Pros Never Thought They’d Need, but They Do (SupportWorld Live)
Las Vegas, NVBreakout session at the SupportWorld Live Conference
When It Comes to Support Analysts, “Empowerment” Is a Meaningless Term (SupportWorld Live)
Las Vegas, NVBreakout session at the SupportWorld Live Conference
Why Your Support Organization Should Use a Human-plus-ChatGPT Approach to Writing Customer Responses – SupportWorld Live
Denver, COBreakout session at the SupportWorld Live conference. Register using my promo code JOINME and save $400.
