Presentation for the ACCE 2013 Conference Whether the vehicle is a letter, e-mail, live chat, or social media, ensuring the quality of written communications is a challenge faced in many contact centers. This session presents the Ten Commandments for Writing to Customers – no matter which channel you’re using. For example, learn how to […]

  Presentation for the ACCE 2013 Conference Whether the vehicle is a letter, e-mail, live chat, or social media, ensuring the quality of written communications is a challenge faced in many contact centers. This session presents the Ten Commandments for Writing to Customers – no matter which channel you’re using. For example, learn how to […]

Presentation for CSSP at the ACCE 2013 Conference Writing to customers via chat or social media requires incredible versatility. Agents have to be able to balance approachability with professionalism, brevity with detail, individual authorship with group writing. And because social media is -- by nature -- viral, writing successes and failures are far reaching and […]

Presentation at ICMI's ACCE Conference & Expo.