Register now for the March 20 webinar. “Don’t judge a book by its cover” is a pretty common saying, especially beloved by parents and teachers. But “Don’t judge your colleagues by their email habits” isn’t a common saying because it would be impossible to do. We DO judge our colleagues by their email habits. These […]

Register now for the March 20 webinar. “Don’t judge a book by its cover” is a pretty common saying, especially beloved by parents and teachers. But “Don’t judge your colleagues by their email habits” isn’t a common saying because it would be impossible to do. We DO judge our colleagues by their email habits. These […]

As customer service professionals, we do our best to answer customers’ questions and solve their problems. But sometimes we simply can’t help or we have caused or contributed to their issues. That’s when a sincere apology is required. Too often, however, we rely on insincere, tired, trite phrases like “We regret any inconvenience this may […]

As customer service professionals, we do our best to answer customers’ questions and solve their problems. But sometimes we simply can’t help or we have caused or contributed to their issues. That’s when a sincere apology is required. Too often, however, we rely on insincere, tired, trite phrases like “We regret any inconvenience this may […]

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?"