Leslie O’Flahavan
Leslie believes good writers are made, not born. She can help the most stubborn, inexperienced, or word-phobic employees in your contact center improve their writing skills, so they can do their jobs better. As E-WRITE owner since 1996, Leslie has helped thousands of people – in Fortune 500 companies, government agencies, and non-profit organizations – learn to write well for online readers.
Leslie helps customer service agents and contact center management improve all aspects of written communication with customers. She teaches customer service agents to write e-mail, chat, and social media messages that solve customers’ problems and improve satisfaction. She helps contact center managers test agents’ and applicants’ writing skills, develop programs for rewarding writing excellence, update their template library, and measure e-mail quality. As a result of her work, contact centers improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk.
Leslie is a faculty member at Web Manager University and a frequent and sought-after conference presenter at premier customer service and contact center events:
- Contact Center Association Annual Conference
- SOCAP International Annual Conference
- Government Customer Support Conference
- Digital Government Institute
- HDI Annual Conference
- ICMI Call Center Demo & Conference
Leslie holds a B.A. in English and Rhetoric from the University of Illinois and an M.S.Ed from Northern Illinois University. She lives in Silver Spring, Maryland with her husband, daughters, and dog (who barks concisely, of course).
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