I'm presenting a workshop as part of SOCAP's two-day Quality Monitoring workshop in Chicago. My June 14 session is "Quality Tools Without Technology - Could Your Email Scorecard Be Making Agent's Writing Worse?"

It can be paralyzing to reply to a one-star rating or negative online review. After all, the disappointed consumer AND prospective consumers will be reading your response. But if your CX organization is committed to responding promptly and honestly to customers wherever they are, writing the right response to a harsh review is critical. On […]

Your customers are not professional writers. When they contact your Customer Care team, their emails and chats can be confusing, or even incoherent. To figure out what they need and how to solve their problems, you must know how to read analytically, to go beyond the surface meaning and understand the customers’ intent and goal. […]