How to Write Email Templates That Don’t Make Customer Service Agents Sound Like Robots

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. These managers are so concerned about their agents’ poor writing skills that they require agents to use canned responses when they reply to customers’ emails. The second is the “Keepin’ it Real” camp. These managers are so concerned about the authenticity of their agents’ emails to customers that they reject templates. These managers know that their no-template approach makes it likely that agents will send some poorly writtenemails to customers, but requiring agents to use templates is just too robotic. So, who’s right?