Email Skills for Contact Center Agents

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

When would you use BCC in an email?

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1. What is the greeting of an email?

2. What is an example of a signature phrase?

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About This Quiz & Worksheet

Many call centers require email skills. These questions test what you know about key areas of email, like the use of a BCC in an email and what the greeting is in an email.

Quiz & Worksheet Goals

The following points are addressed on the worksheet/quiz:

  • Example of a signature phrase
  • Why you should avoid fragmented sentences
  • How the use of bold font can come across

Skills Practiced

  • Reading comprehension - make sure you know the most important information from the lesson on email skills for call centers
  • Information recall - access the knowledge you've gained regarding the appropriate way to use BCC for emails
  • Knowledge application - use your knowledge to answer questions about why fragmented sentences shouldn't be used and an example of a signature phrase in email

Additional Learning

Use the accompanying lesson entitled Email Skills for Contact Center Agents. These points are explored in greater detail:

  • Carbon Copy (CC)
  • Email subject line
  • Body of an email and what's included
  • Proper email etiquette
  • Grammar, punctuation and tone
  • Features like fonts and colors
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