Writing
At Service Agility, we believe in the power of the written word. We write extensively on contact center management issues, including a popular regular column for the Contact Center Pipeline. Many of our articles can be found by clicking here.
A consultant that can effectively articulate ideas and recommendations in writing offers you substantially more value over one that cannot. Here is what an accomplished writer can provide you:
- Knowledge Transfer – Good consultants will comprehend your issues and identify the right opportunities for improvement. Great consultants understand that the ideas only matter if the knowledge is transferred to your team. A written report offers the detail and background that is often missing from verbal discussions and powerpoint presentations.
- Clarity of Thought – Writing forces a consultant to analyze ideas and recommendations from all angles before committing them to paper. This provides you with guidance that is “implementation ready”.
- Momentum – A written report lives on long after the presentations and meetings have been forgotten. It is a resource that can help to keep a project on track.
- Consensus Building – A written report leaves less open to interpretation than other forms of communication. Leaders and key personnel that may not have been involved in the consulting project can still be part of the team that builds consensus for change.
When choosing a consultant, it is important to be able to review writing samples before moving ahead with a project. It helps you to not only discover the extent of writing skills, but will also provide you with insight on the consultant’s perspective regarding customer service issues.