Ellen Lupu

How Improved Procedures Enhance Agent's Productivity

After years of editing user manuals, I was assigned to edit procedures for a large call center. At the call center, agents use an online database to respond to customer requests. At first I approached these procedures as I would any others. But soon I found that content for call-center agents posed some unique challenges.

Creating a Writer-Friendly Style Guide

First question: what’s a style guide?