Email Quality Monitoring: Writing the Right Way (e-Learning):

This self-paced, 3-module e-Learning program outlines the essential elements of monitoring your center's written communications to ensure quality. Define email monitoring policies and identify the most common writing mistakes and how to prevent them.

Call centers have evolved into contact centers as frontline staff respond not just to telephone calls but to written communications as well. And just as it's important to monitor telephone calls to ensure quality and services, it's also critical to monitor emails to ensure that your written communications get the same attention to quality. This seminar will take a look at the world of email communications, including customer expectations and their biggest complaints about email correspondence. Learn about elements of an email monitoring policy, monitoring approaches, and the most common writing mistakes to address with those agents handling written communications.
Seminar attendees will learn to:

- Define the desirable elements of an email from a customer perspective.
- Outline the components of an email monitoring policy.
- Identify what written communications standards need to be defined at a minimum.
- Describe best practices for use of standard email templates versus customization.
- Identify the most common business writing mistakes.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122