Is Your Email Scorecard Making Agents’ Writing Worse?

When managers score frontline customer service agents’ email quality in a “gotcha” fashion, or when they score agents on writing skills that haven’t been explained, taught, or coached, they can actually damage agents’ writing skills. Yes, it’s true. An ineffective or punitive email scorecard can make agents’ writing skills worse.


Six Non-Negotiable Standards for High-Quality Information Online

I was just introduced to a wonderful white paper that details six meaningful and crisply stated customer service standards for government information online. (OK, the white paper was published in 2008, so why am I only discovering it now?!) This brief, clear document with the visionary title “Putting Citizens First: Transforming Online Government” was prepared […]