Articles By Leslie O’Flahavan
Assessing agents' writing skills means more than testing their keyboarding and spelling ability; it means finding out whether they have strong big- and small-picture writing skills.
Posted 28 Jul 2003
FAQs reflect the questions that customers ask. And they answer the customers' questions, solve their problems, and enable them to take action--without a follow-up email or phone call.
Posted 26 May 2003