Register for ICMI's Contact Center Expo: A Digital Experience on October 6 -7, 202 and attend my September 29 live virtual workshop for free! Writing to Customers? Empathy is as Important as Accuracy Whether they’re angry, satisfied, or searching for compensation, customers need to be convinced that we understand and care about them. They need […]

Virtual breakout session at Contact Center Expo

It’s not “either.” It’s “both.” Your contact center should be using both human CSRs and AI writing tools like ChatGPT to compose emails, KB articles, and social media responses. Let’s be honest. Some CSRs are poor or unwilling writers. And ChatGPT can’t empathize authentically, and sometimes it gives bad info. You need both humans and […]

Virtual conference workshop

Breakout session at the Contact Center Expo conference. Register using my promo code SPK400 and save $400.