This day-long course will help contact center managers move beyond measuring the quantity of e-mail agents answer to measuring the quality of agents’ e-mail to customers. You’ll learn how to gauge your agents’ writing strengths as well as the seriousness of your agents’ spelling, grammar, or punctuation errors. You’ll also learn how e-mail quality (not quantity) leads to first contact resolution.
What you will learn:
- How to identify the traits of well-written e-mail to customers
- How to measure the quality of your agents’ e-mail using E-WRITE’s Customer Service E-Mail Scoring Tool
- How to improve agents’ writing skills
- How to develop a writing skills recognition program for your contact center
What you will do:
- Adapt E-WRITE’s Customer Service E-Mail Scoring Tool to be used for monitoring in your contact center
- Practice using the E-Mail Scoring Tool
- Calibrate the scoring task so agents can be sure their work is being scored fairly and without the scorer’s bias
Course length: one day or half day
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