Program: Email Essentials

  • Teaches how to create well written and properly structured emails
  • Contains proven techniques for avoiding common pitfalls
  • Excellent for both onboarding and ongoing training
  • Engaging self-paced e-learning

Program description

This Email Essentials course focuses on how to streamline your contact center’s email communications with well written and properly structured emails. This course will cover important topics such as using the right punctuation and best practices for structuring emails.

Who should take this?

  • Newly hired email agents (as part of onboarding)
  • Agents that have difficulty with professional email service
  • Supervisors or coaches that manage email agents


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

Time to complete

  • 6 months from starting the first module
  • Program contains 1 h 16 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Email Essentials

A Frontline Guide for Writing Effective Emails

Email Essentials

A well written and properly structured email provides an effective means of communication between contact center agents and customers. However some agents can find it more difficult to fully understand a customer’s request in an email, or to express themselves in an easy to understand manner. When we lose access to vocal tone and body language, the words we choose can be more easily misinterpreted.

This Email Essentials course focuses on how to avoid common customer complaints about emails, and on how to present accurate information in an easy to read manner.

At the end of this course, agents will be able to:

  • Apply best practices for email etiquette.
  • Use punctuation appropriately.
  • Choose the right wording.
  • Structure an email for ease of reading.
  • 7 modules
  • 76 min

Included modules and learning aims:

  1. Introduction 05 min

    • Outline the importance of well-structured emails
    • Describe essential email best practices
    • Preview a high-level overview of the course
  2. Common Email Complaints 06 min

    • Outline common reasons why recipients may become frustrated
    • Discuss techniques that you can apply to your emails to prevent customer frustration
  3. Email Best Practices 13 min

    • Outline the subvocalization process
    • Discuss customers’ expectations of email communications
    • Describe best practices for email etiquette
    • Outline techniques you can apply to ensure your emails are perceived positively
  4. The Basics of Punctuation 13 min

    • Outline some best practices for using basic punctuation in email communications
    • Discuss the necessity for each type of punctuation component
  5. Choosing Your Words 08 min

    • Choose the right word when responding to customer emails
    • Explain why slang and text speak are inappropriate for professional emails
    • Describe why consistent tense and the use of singular and plural words are essential
  6. Structuring Your Emails 11 min

    • Dissect a conventional email into manageable components
    • Structure the perfect email
    • Outline tips for responding to customer emails
  7. Course Assessment 20 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.