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Contact centre personnel are increasingly communicating with
the written word through the use of email. An email falls away
from the traditional written medium ‘letter writing’ and has
its own unique structure according to your environment and
business.
The opportunity lies in ensuring that the written word is
aligned with the spoken and that both are aligned to your
brand and the ‘voice’ of your company.
In addition to aligning the written word with your brand the
following are typical areas covered through the day:
• Understanding the reasons for effective business writing
• Use the tools needed for professional communication
• Avoid the barriers that impact on written communication
such as jargon and tautology
• Understand the power of positive language and the influence
these words have on the written message
• Understand the trends in e-mail writing and the pitfalls to
avoid
For maximum impact we recommend that this course be completed in
conjunction with "Effective Communication".
Typical Duration: 1 day
Target Audience: All Contact Centre personnel utilizing e-mail
 Register here
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