Biographical Information

Articles for Marilynne Rudick

But Can They Write Email to Customers?

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.

Making Self-Service Work

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.