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DTSTART;TZID=America/New_York:20191029T164500
DTEND;TZID=America/New_York:20191029T174500
DTSTAMP:20191027T172616Z
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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
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DTSTART;TZID=America/New_York:20190515T160000
DTEND;TZID=America/New_York:20190515T170000
DTSTAMP:20190424T184014Z
CREATED:20190424T184014Z
LAST-MODIFIED:20190424T184014Z
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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
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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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