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Eight Essential Writing Skills for Contact Center Managers

Thursday May 12th 2011 1pm Rated 6 1 Comment Customer Service Communication Email
Contact center managers need excellent writing skills. If they can’t write, they can’t share what they know and influence others. As contact center managers strive to make their voices heard in the organization, communicate the needs of the center, and finally get a seat at the proverbial table, they need to know how to write clearly.
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Build Your Brand Through Email

Tuesday August 24th 2010 11am Rated 1 0 Comments Email Communication Customer Contact
The medium may be virtual, but the relationship is real. Make sure your reps can craft email responses that keep customers coming back. Writing empathetic and effective email can transform email communication into a relationship building tool that creates customer loyalty.

E-Mail Communication: How Do Brand Name Retailers Stack Up?

Tuesday June 21st 2011 10pm Rated 0 0 Comments Email
Previously recorded on June 8, 2011

Technology-Enabled Service Excellence

Wednesday August 25th 2010 11am Rated 0 0 Comments Quality IVR Tools Agent Communication CRM Customer Email KPI Reporting Technology Contact Improvement Learning
Take a tour of high performance tools that can put you on the path to consistent service excellence.
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Alternatives to Classroom Training

Wednesday August 25th 2010 10am Rated 0 0 Comments Training Customer Email Employee Team Tools Contact Learning
Classroom training may not be an option if you’re under budget and time constraints. Six alternative methods for when you need to act fast.
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The Impact of Word of Mouth in the Web 2.0 World

Tuesday August 24th 2010 11am Rated 0 0 Comments Social Media Customer Customer Service Email Experience Team Contact Customer Loyalty
Social media provides a powerful and contagious platform for customer complaints. Leverage online feedback to identify viral potential.
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