Articles - Email

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

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