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DTSTART;TZID=America/New_York:20210929T130000
DTEND;TZID=America/New_York:20210929T150000
DTSTAMP:20210912T195649Z
CREATED:20210912T194431Z
LAST-MODIFIED:20210912T195649Z
UID:10002680-1632920400-1632927600@ewriteonline.com
SUMMARY:Virtual Workshop: Writing to Customers? Empathy is as Important as Accuracy
DESCRIPTION: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!\nWriting to Customers? Empathy is as Important as Accuracy \nWhether they’re angry\, satisfied\, or searching for compensation\, customers need to be convinced that we understand and care about them. They need our empathy. When we fail to show empathy\, customers resist our solutions\, insist on escalations\, and contact us repeatedly. When we lack empathy\, our customer service responses damage customers’ rapport with the brand. Plus\, showing empathy is a form of decency. We owe our customers decency and kindness. \nAs a contact center manager\, you’ve given your agents lots of tools—templates\, knowledgebase articles\, software—and plenty of training to enable them to write accurate responses to customers. But have you also devoted equal time to help them develop\, and express\, empathy in their responses? \nBecause customer service work can be stressful and repetitive\, agents’ natural capacity for empathy can suffer on-the-job damage. In this hands-on workshop\, you’ll learn how to protect and develop agents’ empathy\, which is essential to successful customer service. You’ll receive a list of copy-and-paste empathy statements your frontline agents can use\, and you’ll learn how develop sincere empathy statements specific to your business. \nYou will learn: \n\nHow to analyze the customer’s incoming email\, chat or tweet for the facts or feelings that call out for empathy\nWhich empathy phrases will always sound sincere and which ones can sound cheesy\nHow to express empathy without implying that the customer’s right when they’re actually wrong\n\nHands-on Activities \n\nIdentify your team’s obstacles to expressing empathy to customers and develop a plan for overcoming those obstacles.\nPractice writing empathy statements for your company’s most difficult situations with customers.\nPractice crafting empathy statements that won’t make your legal team nervous.
URL:https://ewriteonline.com/event/virtual-workshop-writing-to-customers-empathy-is-as-important-as-accuracy/
LOCATION:Online\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201013T140000
DTEND;TZID=America/New_York:20201013T144500
DTSTAMP:20200928T164518Z
CREATED:20200928T164518Z
LAST-MODIFIED:20200928T164518Z
UID:10002183-1602597600-1602600300@ewriteonline.com
SUMMARY:Conference session: How TriMet Added Agents\, Hours\, and Channels Without Sacrificing Service Quality - Contact Center Expo
DESCRIPTION:In just one year\, TriMet (Portland\, Oregon’s largest transit agency) scaled its eight-person\, Monday-Friday phone-based support team to a 20-person\, 24×7 omnichannel powerhouse. Under Jon Bell‘s leadership\, the customer care team added social media and SMS channels and rolled out support for Hop Fastpass\, the first-ever fare card to be used in Apple’s wallet. With this “lifestyle product” fare card\, which can also be used to unlock bike lockers and pay other fares\, TriMet is a pioneer in the industry. \nHow did TriMet grow so fast and improve service quality at the same time? By focusing on developing agents’ skills. In this session Leslie O’Flahavan will describe Trimet’s template rewrite project and their training project. Together\, these efforts enabled everyone on the team the long-tenured phone reps\, the newly hired social media reps\, and the former bus drivers now assigned to the customer care team to serve customers through digital channels.
URL:https://ewriteonline.com/event/conference-session-how-trimet-added-agents-hours-and-channels-without-sacrificing-service-quality-contact-center-expo/
LOCATION:Online\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20191030T153000
DTEND;TZID=America/New_York:20191030T163000
DTSTAMP:20191027T172256Z
CREATED:20191027T172256Z
LAST-MODIFIED:20191027T172256Z
UID:10002137-1572449400-1572453000@ewriteonline.com
SUMMARY:Live Chat: The Channel Is Mature\, but Chat Quality Is Not Good Enough - Contact Center Connections Conference
DESCRIPTION:Join me for my session at the Contact Center Connections conference in Chicago: “Live Chat: The Channel Is Mature\, but Chat Quality Is Not Good Enough“
URL:https://ewriteonline.com/event/live-chat-the-channel-is-mature-but-chat-quality-is-not-good-enough-contact-center-connections-conference/
LOCATION:Contact Center Connections Conference\, 151 E. Wacker Drive\, Chicago\, IL\, 60601\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20191030T153000
DTEND;TZID=America/New_York:20191030T163000
DTSTAMP:20191027T172256Z
CREATED:20191027T172256Z
LAST-MODIFIED:20191027T172256Z
UID:10002182-1572449400-1572453000@ewriteonline.com
SUMMARY:Live Chat: The Channel Is Mature\, but Chat Quality Is Not Good Enough - Contact Center Connections Conference
DESCRIPTION:Join me for my session at the Contact Center Connections conference in Chicago: “Live Chat: The Channel Is Mature\, but Chat Quality Is Not Good Enough“
URL:https://ewriteonline.com/event/live-chat-the-channel-is-mature-but-chat-quality-is-not-good-enough-contact-center-connections-conference-2/
LOCATION:Contact Center Connections Conference\, 151 E. Wacker Drive\, Chicago\, IL\, 60601\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20191029T164500
DTEND;TZID=America/New_York:20191029T174500
DTSTAMP:20191027T172616Z
CREATED:20191027T172616Z
LAST-MODIFIED:20191027T172616Z
UID:10002138-1572367500-1572371100@ewriteonline.com
SUMMARY:How to Deliver Consistent Communication in an Omnichannel World - Contact Center Connections Conference
DESCRIPTION:Join me for my session at the Contact Center Connections conference in Chicago: “How to Deliver Consistent Communication in an Omnichannel World” \n 
URL:https://ewriteonline.com/event/how-to-deliver-consistent-communication-in-an-omnichannel-world-contact-center-connections-conference/
LOCATION:Contact Center Connections Conference\, 151 E. Wacker Drive\, Chicago\, IL\, 60601\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20191029T164500
DTEND;TZID=America/New_York:20191029T174500
DTSTAMP:20191027T172616Z
CREATED:20191027T172616Z
LAST-MODIFIED:20191027T172616Z
UID:10002628-1572367500-1572371100@ewriteonline.com
SUMMARY:How to Deliver Consistent Communication in an Omnichannel World - Contact Center Connections Conference
DESCRIPTION:Join me for my session at the Contact Center Connections conference in Chicago: “How to Deliver Consistent Communication in an Omnichannel World” \n 
URL:https://ewriteonline.com/event/how-to-deliver-consistent-communication-in-an-omnichannel-world-contact-center-connections-conference-2/
LOCATION:Contact Center Connections Conference\, 151 E. Wacker Drive\, Chicago\, IL\, 60601\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20190515T160000
DTEND;TZID=America/New_York:20190515T170000
DTSTAMP:20190424T184014Z
CREATED:20190424T184014Z
LAST-MODIFIED:20190424T184014Z
UID:10002155-1557936000-1557939600@ewriteonline.com
SUMMARY:Five Things You Should Stop Writing to Customers Right Now: CC Expo
DESCRIPTION:Register now for ICMI’s Contact Center Expo and attend my session on Weds\, May 15: Five Things You Should Stop Writing to Customers Right Now\nYou may be writing to customers in newer channels like social\, chat or SMS\, and with newer tools like chatbots. But if you’re using old\, played-out words and phrases when you communicate with customers\, your responses can backfire\, causing write-backs\, loss of business\, or social shaming. This hands-on session will identify five insincere\, generic\, or tired-sounding customer service phrases\, and review real-world examples of customer communications that illustrate the damage they do to service quality. This session will offer fresh\, honest replacement wording for these exhausted phrases – a simple step that can deliver quick “wins” for your center. \n 
URL:https://ewriteonline.com/event/five-things-you-should-stop-writing-to-customers-right-now-cc-expo-2/
LOCATION:Diplomat Resort\, 3555 South Ocean Drive\, Hollywood\, FL\, 33019\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20190515T160000
DTEND;TZID=America/New_York:20190515T170000
DTSTAMP:20190424T184328Z
CREATED:20190424T184014Z
LAST-MODIFIED:20190424T184328Z
UID:10002086-1557936000-1557939600@ewriteonline.com
SUMMARY:Five Things You Should Stop Writing to Customers Right Now: CC Expo
DESCRIPTION:Register now for ICMI’s Contact Center Expo and attend my session on Weds\, May 15: Five Things You Should Stop Writing to Customers Right Now\nYou may be writing to customers in newer channels like social\, chat or SMS\, and with newer tools like chatbots. But if you’re using old\, played-out words and phrases when you communicate with customers\, your responses can backfire\, causing write-backs\, loss of business\, or social shaming. This hands-on session will identify five insincere\, generic\, or tired-sounding customer service phrases\, and review real-world examples of customer communications that illustrate the damage they do to service quality. This session will offer fresh\, honest replacement wording for these exhausted phrases – a simple step that can deliver quick “wins” for your center. \n 
URL:https://ewriteonline.com/event/five-things-you-should-stop-writing-to-customers-right-now-cc-expo/
LOCATION:Diplomat Resort\, 3555 South Ocean Drive\, Hollywood\, FL\, 33019\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20181113T151500
DTEND;TZID=America/New_York:20181113T161500
DTSTAMP:20181024T152048Z
CREATED:20181024T152048Z
LAST-MODIFIED:20181024T152048Z
UID:10002581-1542122100-1542125700@ewriteonline.com
SUMMARY:It's Complicated: Fostering an Effective Relationship between Customer Service & Marketing - CC Demo Conference
DESCRIPTION:Use my SPKR code to get $200 off your registration.\n \nLike any modern relationship\, the one between marketing and customer service is complicated. Marketing needs to know a lot more than they do about what it’s like to work in their company’s contact center. Until they understand what frontline customer service agents do all day\, and how they do it\, marketing managers will continue to make the same dangerous mistakes. They’ll keep launching marketing campaigns without giving the customer service team enough information or enough lead time. They’ll publish content that looks pretty but is difficult to read or use\, or they’ll continue to think they “own” social channels\, when the contact center is better prepared to answer customers’ questions and solve their problems there. On the flip side\, contact centers need to know more about marketing\, too. Customer service agents and their managers need to feel empowered to share feedback\, suggest product improvements\, and advocate on customers’ behalf. They need to work together. Companies that provide the best customer experiences have mastered this level of collaboration. How do they do it? We’ll share case studies\, tips\, and best practices you can use to bust down silos and start collaborating effectively.
URL:https://ewriteonline.com/event/its-complicated-fostering-an-effective-relationship-between-customer-service-marketing-cc-demo-conference-2/
LOCATION:Red Rock Resort\, Las Vegas\, NV\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20181113T151500
DTEND;TZID=America/New_York:20181113T161500
DTSTAMP:20181024T153056Z
CREATED:20181024T152048Z
LAST-MODIFIED:20181024T153056Z
UID:10002061-1542122100-1542125700@ewriteonline.com
SUMMARY:It's Complicated: Fostering an Effective Relationship between Customer Service & Marketing - CC Demo Conference
DESCRIPTION:Use my SPKR code to get $200 off your registration.\n \nLike any modern relationship\, the one between marketing and customer service is complicated. Marketing needs to know a lot more than they do about what it’s like to work in their company’s contact center. Until they understand what frontline customer service agents do all day\, and how they do it\, marketing managers will continue to make the same dangerous mistakes. They’ll keep launching marketing campaigns without giving the customer service team enough information or enough lead time. They’ll publish content that looks pretty but is difficult to read or use\, or they’ll continue to think they “own” social channels\, when the contact center is better prepared to answer customers’ questions and solve their problems there. On the flip side\, contact centers need to know more about marketing\, too. Customer service agents and their managers need to feel empowered to share feedback\, suggest product improvements\, and advocate on customers’ behalf. They need to work together. Companies that provide the best customer experiences have mastered this level of collaboration. How do they do it? We’ll share case studies\, tips\, and best practices you can use to bust down silos and start collaborating effectively.
URL:https://ewriteonline.com/event/its-complicated-fostering-an-effective-relationship-between-customer-service-marketing-cc-demo-conference/
LOCATION:Red Rock Resort\, Las Vegas\, NV\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20180522T113000
DTEND;TZID=America/New_York:20180522T123000
DTSTAMP:20180412T163741Z
CREATED:20180412T162600Z
LAST-MODIFIED:20180412T163741Z
UID:10002034-1526988600-1526992200@ewriteonline.com
SUMMARY:Excellent Service in a Few Words: How to Write Well in the World of SMS and Social Media - CC Expo 2018
DESCRIPTION:Writing to customers on Text Message\, Facebook\, Twitter or Yelp requires finesse\, technique and confidence. Contact center managers often underestimate how much writing skill these super-short\, super-public responses deserve. This session will focus on the text message and social-media-specific writing skills agents must have to write excellent responses to customers. It will challenge some common beliefs and misperceptions\, and reinforce that the best agents for these channels are people with established customer service skills\, deep empathy\, and excellent writing skills.
URL:https://ewriteonline.com/event/excellent-service-in-a-few-words-how-to-write-well-in-the-world-of-sms-and-social-media-cc-expo-2018/
LOCATION:Walt Disney World Dolphin Resort 1500 EPCOT Resorts Blvd. Lake Buena Vista\, FL 32830\, 1500 EPCOT Resorts Blvd.\, Lake Buena Vista\, FL\, 32830\, United States
GEO:28.3672255;-81.560413
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20180522T113000
DTEND;TZID=America/New_York:20180522T123000
DTSTAMP:20180412T162600Z
CREATED:20180412T162600Z
LAST-MODIFIED:20180412T162600Z
UID:10002554-1526988600-1526992200@ewriteonline.com
SUMMARY:Excellent Service in a Few Words: How to Write Well in the World of SMS and Social Media - CC Expo 2018
DESCRIPTION:Writing to customers on Text Message\, Facebook\, Twitter or Yelp requires finesse\, technique and confidence. Contact center managers often underestimate how much writing skill these super-short\, super-public responses deserve. This session will focus on the text message and social-media-specific writing skills agents must have to write excellent responses to customers. It will challenge some common beliefs and misperceptions\, and reinforce that the best agents for these channels are people with established customer service skills\, deep empathy\, and excellent writing skills.
URL:https://ewriteonline.com/event/excellent-service-in-a-few-words-how-to-write-well-in-the-world-of-sms-and-social-media-cc-expo-2018-2/
LOCATION:Walt Disney World Dolphin Resort 1500 EPCOT Resorts Blvd. Lake Buena Vista\, FL 32830\, 1500 EPCOT Resorts Blvd.\, Lake Buena Vista\, FL\, 32830\, United States
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