Register now for my September 24 webinar: How to Harness the Power of Chat in Your Contact Center.     I'll be co-presenting with Ross Haskell, Senior Director of Products, BoldChat. The webinar's hosted by ICMI and moderated by Erica Strother Marois, Community Specialist. Webinar description Did you know that more customers would prefer to use web chat than any other assisted channel? Yet, according to the latest research from ICMI, just one-third of contact centers today are supporting web…

Customized, in-house, 60-minute webinar

Customized 60-minute webinar for CollegeBoard staff. Second webinar in a series of four.

Customized 60-minute webinar for CollegeBoard staff. Third webinar in a series of four.

Customized 60-minute webinar for CollegeBoard staff. Fourth webinar in a series of four.

Customized webinar. Part 1 of a 4-part webinar series.

In partnership with SOCAP, I'm leading a two-part online course on July 26 and August 2 at: How to Write to Customers in Your Company's Brand Voice. Each webinar will run from 2 pm to 3 pm ET. Register for the webinars Webinar overview In marketing campaigns, most companies use a helpful, friendly brand voice. On YouTube and in TV ads, in promotional offers and in email blasts, your company's brand voice is probably engaging, even playful. But when customer…

Webinar overview In marketing campaigns, most companies use a helpful, friendly brand voice. On YouTube and in TV ads, in promotional offers and in email blasts, your company's brand voice is probably engaging, even playful. But when customer service agents write to customers via email, live chat, or even social media, they may use a wordy, legalistic, dry, or formal voice. For a seamless customer experience, your customer service team should "sound" like your company's advertisements, retail employees, or even…

Customized 60-minute webinar for CollegeBoard staff. First webinar in a series of four.

Customized chat writing course for Marriott International's IT Delivery team.

Customized 60-minute webinar for CollegeBoard staff. Second webinar in a series of four.

Customized 60-minute webinar for CollegeBoard staff. Third webinar in a series of four.

Customized, onsite chat writing course for Marriott International's IT Delivery team.

Customized 60-minute webinar for CollegeBoard staff. Fourth webinar in a series of four.

Customized webinar. Part 1 of a four-part webinar series.

Customized webinar. Part 2 of a four-part webinar series.

Customized webinar. Part 3 of a four-part webinar series.

Customized webinar. Part 4 of a four-part webinar series.

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Customized, online workshop for trainers

Customized webinar. Part 4 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Customized webinar. Part 2 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Customized webinar. Part 3 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Customized webinar. Part 4 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

Register here: Email Writing Masterclass   This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations. In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers. Part 1 of this online course includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well…

Register here: Email Writing Masterclass This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations. In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers. Part 1 of this online course includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well as…

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

Hands-on webinar series

Hands-on webinar series

How fast is fast enough? Contact centers are being pressed to respond to customers faster than ever before via email and a growing list of written channels including live chat, social media, and SMS. But fast replies aren’t always good replies, right? Join customer service writing expert Leslie O’Flahavan and service culture fanatic Jeff Toister to learn how to balance the demands of speed, automation, and humanity in your written communication to customers. Explore the latest research on how quickly…

Hands-on webinar series

Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits. In this webinar, you will learn: The top ten ways call centers…

Your customers are probably not professional writers. What customers say when they email you for support is not necessarily what they are asking for (or what they need). To provide the most effective customer service, you need to know how to read analytically, which means going beyond the surface meaning to understanding the customer’s intent and goal. On February 27, please join me and Help Scout’s Customer Evangelist Mat Patterson as we discuss the skill of analytical reading, and share…

Customized, virtual writing course

Customized, virtual writing course

Customized, virtual writing course

Customized, virtual writing course

Customized, virtual writing course

Customized, virtual training

Customized, virtual, two-part writing course

Customized, two-part, virtual writing course

Customized, virtual writing course

Customized, virtual writing course

Customized, 60-minute virtual training

Customized, 60-minute virtual training

Customized, 75-minute virtual training

Customized, virtual three-part writing course

Customized, virtual three-part writing course

Customized, virtual three-part writing course

Customized, four-part virtual training

Customized, virtual three-part writing course

Customized, four-part virtual training

Customized, virtual three-part writing course

Customized, four-part virtual training

Customized, virtual three-part writing course

Customized, four-part virtual training

Customized, 60-minute virtual training

Customized, 60-minute virtual training

Customized, virtual, two-part writing workshop

Customized, virtual, two-part writing workshop

Customized, virtual 90-minute writing workshop

Customized, two-part virtual writing course

Customized, two-part virtual writing course

   Customized, two-part virtual training

Customized, two-part virtual training

Two-part customized, virtual writing course.

Two-part customized, virtual writing course.

    Customized, four-part virtual training series: Weds., Dec 16: Anticipate and answer readers’ questions Weds., Jan 13: Write concisely Weds., Jan 20: Write for readers who scan Weds., Jan 27: Write in plain language

Please join me and Jarrod Davis of Unymira US on December 17, 2020 at 1 pm Eastern for some real-world talk about how poorly written KB articles harm customer experience and employee experience, and the steps you can take to improve the quality of your KB articles right away! Register now!

Customized virtual training session to introduce the new style guide E-WRITE wrote for content creators at the U.S. Fish & Wildlife Service, "Writing Style Guide for FWS.gov"

Customized virtual training session to introduce the new style guide E-WRITE wrote for content creators at the U.S. Fish & Wildlife Service, "Writing Style Guide for FWS.gov"

    Customized, four-part virtual training series: Weds., Dec 16: Anticipate and answer readers’ questions Weds., Jan 13: Write concisely Weds., Jan 20: Write for readers who scan Weds., Jan 27: Write in plain language

Customized virtual training session to introduce the new style guide E-WRITE wrote for content creators at the U.S. Fish & Wildlife Service, "Writing Style Guide for FWS.gov"

    Customized, four-part virtual training series: Weds., Dec 16: Anticipate and answer readers’ questions Weds., Jan 13: Write concisely Weds., Jan 20: Write for readers who scan Weds., Jan 27: Write in plain language