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 […]

Use my SPKR code to get $200 off your registration. Like 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, […]

Use my SPKR code to get $200 off your registration. Like 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, […]

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 You 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 […]

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 You 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 […]