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April 2017

SOCAP Symposium: Email Writing Masterclass – Part 1

April 24 @ 10:45 am - 11:20 pm
SOCAP Symposium 2017, Fairmont Chicago, 200 N. Columbus Drive
Chicago, IL 60601 United States
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Hands-on email writing workshop for customer care leaders

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SOCAP Symposium: Email Writing Masterclass – Part 2

April 24 @ 1:45 pm - 2:15 pm
SOCAP Symposium 2017, Fairmont Chicago, 200 N. Columbus Drive
Chicago, IL 60601 United States
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Hands-on email writing workshop for customer care leaders

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SOCAP Symposium: How to Speak in One Consistent Brand Voice – Air Canada Case Study

April 25 @ 1:45 pm - 2:50 pm
SOCAP Symposium 2017, Fairmont Chicago, 200 N. Columbus Drive
Chicago, IL 60601 United States
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      I'll be co-presenting with Vicki Benoit, Air Canada's Director of Customer.   In this session, Vicki Benoit of Air Canada will provide a case study that describes the "AC Talks" project it completed in 2016, with the support of Leslie O’Flahavan of E-WRITE. The AC Talks project broke down silos at Air Canada and enabled teams from different parts of the airline to work together toward a unified goal: Use Air Canada’s updated brand voice to communicate…

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May 2017

Learn to Apologize to Customers Like You Mean It – HDI Annual Conference

May 10 @ 7:30 am - 8:30 am
HDI Annual Conference 2017, Washington, DC, DC United States + Google Map

As support professionals, we do our best to help customers resolve their issues. Sometimes we look like rock stars, and sometimes resolution is more difficult, maybe even unattainable. In these cases, emotions run a little higher and it’s crucial that we treat the customer with respect and sincerity, avoiding trite responses like the classic “we regret any inconvenience this has caused.” That’s sounds a lot like “sorry, not sorry,” and insincere apologies can increase contact volume, especially in email, chat,…

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Not Dead Yet: How to Write Great Email to Customers in the Age of Social Service – HDI Annual Conference

May 11 @ 4:00 pm - 5:00 pm
HDI Annual Conference 2017, Washington, DC, DC United States + Google Map

While support centers are spending lots of energy launching, training for, and monitoring service in chat and social media, many customers still prefer email. According to Dimension Data, email is the second most popular support channel for Baby Boomers and Gen X-ers and the most popular channel for Gen Y-ers. Whether email as a support channel is “dying” may be up for debate, but what’s certain is that email’s not dead yet. In this session, you’ll learn best practices for…

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  • January 29, 2017


    Your Reading List: Get Up to Speed on Bots in Customer Service

    Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Here's a reading list that will help you get up to speed. And if you've read (or created) a great piece on bots in customer service, mention it in the comments. I'll include it in this reading list.

    Read more on the blog »