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Omni Resort at ChampionsGate

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1500 Masters Boulevard
Champions Gate, FL 33896 United States

November 2021

Doing What Doesn’t Come Naturally: Why IT Support Pros Must Know How to Express Empathy – SupportWorld Live conference

November 10 @ 11:35 am - 12:35 pm
Omni Resort at ChampionsGate, 1500 Masters Boulevard
Champions Gate, FL 33896 United States

Most people don't think "How empathetic!" when they think of technical support. In fact, the engineers, technical experts, SMEs, and other professionals who work in support can be overtly hostile to the mere idea of expressing empathy. When asked to write customer communications that show empathy, they balk and reply, "Just how much 'marshmallow' do you want me to add to this service update, Jim?" But a lack of empathy in communications with customers or colleagues can cost dearly. Being…

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The High Costs of a Badly Written Knowledge Base Article – SupportWorld Live conference

November 11 @ 9:00 am - 10:00 am
Omni Resort at ChampionsGate, 1500 Masters Boulevard
Champions Gate, FL 33896 United States

To support organizations and customers alike, badly written knowledge base (KB) articles are costly, very costly. A company spends or loses money each time a person has to struggle to read bad KB content. And bad KB articles cost organizations something precious that's not measured in dollars or cents: trust. In this session, Leslie O'Flahavan will explain which writing problems essentially render the KB article unusable, including bad article titles, big blocks of not-scannable text, and too much background information.…

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