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How to Create Effective Tone of Voice Guidelines

Let’s start off with the basics… what is Tone of Voice? Tone of Voice is the distinct personality, style, or point of view of a piece of writing or any other creative work. The language/words used, brand purpose and selling points all inform your Tone of Voice. A set Tone of Voice creates a sense […]



After Call Work 101

After-call work (more popularly referred to as ACW, or alternatively, “wrap-up”) lets you know that the Customer Service Advisor is busy and removes them from the call/interaction cue. This is an essential element in any Customer Service Interaction. ACW provides the Customer Service Advisor with time to complete important interactions/notes; ensuring that they are not neglected […]



7 things Lord of the Rings can teach us about Social Media

Social media and Lord of the Rings- in no way linked, right? Wrong! The world of social media for business can sometimes be a daunting one, but, with the right knowledge and guidelines, it can be an invaluable marketing and customer service tool. We found that Lord of the Rings touched on all of our […]