Articles - Email

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 person reading e-mail on smartphone

Meeting Changing Expectations Around Email Customer Service

A photo of an envelope being opened with confetti

Customer Service Emails and Letters: How to Review and Improve Your Templates

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

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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

Replace Negative Words With Positive Words for 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?

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

Top tips for email and web chat