By Leslie O’Flahavan, E-WRITE and Rich Weborg, OneReach If your customers have opted-in to receive texts from your company, they probably realize that some of your texts are going to be automated....
This piece was originally published as part of the “Tough Talk” article series by Relate, where I’m honored to be a guest author. You’ve had the heart-to-heart with your boss about why it’s time for...
This piece was originally published as part of the "Tough Talk" article series by Relate, where I'm honored to be a guest author. My colleague, Frank, seemed distracted. He was taking days to...
At last, the economy is picking up a little. After a couple of years of "doing more with less," you may be lucky enough to be hiring. Maybe you've spent all morning digging through cover letters,...
When it comes to writing emails to customers, contact center managers fall into two camps. The first is the “Have You Seen Their Writing?” camp. In this camp, managers are so concerned about their...
Over the last six months I’ve been involved in a dream-come-true project. For the U.S. Energy Information Administration (EIA), I developed a full writing curriculum—a set of eight different writing...
So, it's like that, Princeton Review. You loved me when I subscribed to receive your weekly School Research Service e-mails, but now that my daughter's been accepted to college and I've...
While on a work trip to Las Vegas, I found a long, straight hair in my Starbucks oatmeal. I wasn't happy. With stomach rolling, I put down my spoon and reached for my phone to tweet Starbucks. I was...
My September 24, 2015 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...
Many thanks to guest blogger Becky R. Schoenfeld for this great write-up of my session at Association Media & Publishing's 2015 Annual Meeting. Becky is managing editor of QST, the monthly...
In this blog, I often comment on the best (and worst) ways to write email to customers. Today, I'm honored to feature two excellent, productive customer service agents who do this important work....
Since 2011, my friend and colleague Jeff Toister, of Toister Performance Solutions, has conducted an annual survey on email response time, asking these straightforward questions: How fast do you...
