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

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Perfect Your Automated Customer Service Emails

Perfect Your Automated Customer Service Emails

Tips to Write Better Customer Emails

Tips to Write Better Customer Emails

15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour

15% of Contact Centres Expect Agents to Handle More Than…

Helpdesk 101 – An Introduction to Helpdesk Technology

Helpdesk 101 – An Introduction to Helpdesk Technology

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

Customer Service Emails and Letters: How to Review and…

Staffing Calculator for Email Queues

Staffing Calculator for Email Queues

Best Practice Email Service Level Calculation

Best Practice Email Service Level Calculation

21 Quick Wins for Dealing With Chat and Email

21 Quick Wins for Dealing With Chat and Email

Making Your Customer Service Writing Simple, Friendly and Personal

Making Your Customer Service Writing Simple, Friendly…

What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid

What Is Customer Email Management? – With 10 Tips,…

Podcast – Customer Service Writing: How to Get More from Your Emails and Chats

Podcast – Customer Service Writing: How to Get…

Negative VS Positive Words in Customer Service – With Examples

Negative VS Positive Words in Customer Service –…

How to Improve Internal Communication in the Contact Centre

How to Improve Internal Communication in the Contact…

How to Write to Vulnerable Customers

How to Write to Vulnerable Customers

How to Assess Quality on Email and Live Chat in the Contact Centre

How to Assess Quality on Email and Live Chat in the…

Customer Service Apologies – Keeping Sorry Fresh and Sincere

Customer Service Apologies – Keeping Sorry Fresh…

How to Refocus Team Leaders From Spending Too Long on Email

How to Refocus Team Leaders From Spending Too Long on…

10 Top Tips to Improve Email in the Call Centre

10 Top Tips to Improve Email in the Call Centre

Five Ways to Win With Email Customer Service

Five Ways to Win With Email Customer Service

1 in 5 Contact Centres Have an Email Service Level of More Than One Day

1 in 5 Contact Centres Have an Email Service Level of…

Recorded Webinar: Best Practices for Voice, Email and Webchat

Recorded Webinar: Best Practices for Voice, Email and…

Discrepancy With Customer Expectations in Email Response Times

Discrepancy With Customer Expectations in Email Response…

Recorded Webinar: Integrating Email, Voice and Chat in the Contact Centre

Recorded Webinar: Integrating Email, Voice and Chat in…

Trend Watching: What’s Happening to Contact Centre Email?

Trend Watching: What’s Happening to Contact Centre…

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Research: The Future of AI-Powered Experiences

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