by Leslie O'Flahavan | Jun 12, 2025 | Blog, Featured
[This article was originally published by ICMI.] Your company’s “Contact Us” page is the most utilitarian, least sexy page at your website. It has one job: helping people who need to contact you understand how to do it. But your Contact Us page likely contains flaws...
by Leslie O'Flahavan | May 12, 2025 | Blog, Featured
[This article was originally published by ICMI.] As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI tools to reply to customers’ emails, chats, social posts, or ratings and...
by Leslie O'Flahavan | Apr 12, 2025 | Blog, Featured
[This article was originally published by Contact Center Pipeline.] All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping helping. For human kindness reasons, we should empathize with...
by Leslie O'Flahavan | Mar 12, 2025 | Blog, Featured
[This article was originally published by Contact Center Pipeline.] These 10 tips will enable you to focus on your message. Your heart is in the right place. You intend to focus on the important writing tasks on your to-do list: that detailed response to an angry...
by Leslie O'Flahavan | Nov 15, 2024 | Whitepapers & Tools
The Quality Review Tool presents seven industry-tested standards for e-mail quality and explains what constitutes excellent performance on each standard. Use the Quality Review Tool to score customer service agents’ e-mails, coach agents, improve writing skills,...
by Leslie O'Flahavan | Nov 15, 2024 | Whitepapers & Tools
We developed this social media writing guide for the Centers for Disease Control. While the examples will be most relevant to health communicators, the guidance about writing for social media is practical for any organization that wants to provide high quality social...
by Leslie O'Flahavan | Nov 15, 2024 | Whitepapers & Tools
Months before the hectic holiday shopping season, we decided to conduct an experiment to find out which online retailer does customer service e-mail best. We sent the same e-mail query to seven big-name retailers that sell a certain toy croquet set we were interested...
by Leslie O'Flahavan | Nov 15, 2024 | Clients
