November 11, 2018
How can contact centers improve their email response time? It’s not by increasing the email quota for individual agents. Contact centers can only improve response time when contact center managers choose the right people, knowledge management practices, workflow, and tools to enable faster-better email.
April 16, 2018
I can picture you. It’s the end of a busy week and you’ve finally carved out an hour or so to do a quality check on the emails your agents send to customers. From the “Sent” pile, you randomly grab a response written by “Marian” and settle in with your QA scorecard to see how […]
January 6, 2016
Over the last six months I’ve been involved in a dream-come-true project. For the U.S. Energy Information Administration, I developed a full writing curriculum—a set of eight different writing courses—and taught each of the courses at least twice. Learn how I developed the courses, how EIA got C-suite support for the project, and why the Write Right curriculum was so popular.
January 27, 2015
Need to update your web writing skills? Register now for our writing workshop on March 4, 2014 in Washington, DC and learn how to write well for mobile and responsive sites.
February 13, 2013
This course will provide you with what you’ve often said you need: practical guidance on writing web content, examples of effective content, and the opportunity to practice your writing skills. This hands-on workshop introduces you to the principles of web writing and gives you concrete strategies for writing to online readers. You’ll learn how to […]