Articles - Email

Explore our range of resources on email and best practices for effective communication in contact centres.

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The Secrets to Writing Better Customer Emails video cover
Video: The Secrets to Writing Better Customer Emails
Poll Graph Cover - how many emails per agent per hour
15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour
Helpdesk written on blocks
Helpdesk 101 – An Introduction to Helpdesk Technology
A photo of an envelope being opened with confetti
Customer Service Emails and Letters: How to Review and Improve Your Templates
Staffing Calculations for Emails
Staffing Calculator for Email Queues
Chat and Email Quick Wins
21 Quick Wins for Dealing With Chat and Email
A photo of someone thinking about what to write
Making Your Customer Service Writing Simple, Friendly and Personal
A picture of email management concept
What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid
Leslie O'Flahavan
Podcast – Customer Service Writing: How to Get More from Your Emails and Chats
Replace negative Words With Positive Words
Negative VS Positive Words in Customer Service – With Examples
How to Write to Vulnerable Customers
How to Assess Quality on Email and Live Chat in the Contact Centre
Customer Service Apologies – Keeping Sorry Fresh and Sincere
How to Refocus Team Leaders From Spending Too Long on Email
10 Top Tips to Improve Email in the Call Centre
Five Ways to Win With Email Customer Service
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
Recorded Webinar: Best Practices for Voice, Email and Webchat
Recorded Webinar: Integrating Email, Voice and Chat in the Contact Centre
Trend Watching: What’s Happening to Contact Centre Email?
holding email icon
8 Ways to Improve Email Handling in the Contact Centre
email keyboard
7 Mistakes to Avoid With Customer Service Emails
7 Ways to Build an Emotional Connection by Email
Technology Toolkit – Phone Calls Following Email Queries
 
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