Sign Up for a One-on-One Writing Conference

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Dear SOCAP-ers,

If you’ll be at the annual conference in San Diego this October, I’m available to meet with you and give you personalized feedback on the writing challenges you’re facing in your contact center.  I’ll help you understand how well your agents are writing to customers and what, if anything, you could do to improve e-mail, chat, or social media service quality.

During our one-on-one writing conference, I could provide:

  • Feedback on e-mail or chat quality. Bring (or e-mail me) samples of your agents’ e-mail responses or chats with customers, and I’ll give you personalized feedback on the quality of the writing.
  • E-mail template review. Bring (or e-mail me) samples of the templates (or other pre-written content) your agents use to write e-mails, chats, or social media messages. I’ll give you feedback on whether the templates enable high-quality communication and easy reuse or whether they could be made easier for agents to customize.
  • Suggestions for coaching “problem” writers. I’ll help you figure out what to do about agents who are weak writers — people whose writing skills haven’t improved with traditional coaching or incentives.

Interested? Here’s how to arrange a one-on-one writing conference.

Step 1: Choose a meeting time


Monday, October 15

  • 8:00am – 9:00am during breakfast
  • 10:30am – 11:00am during the networking break
  • 3:15pm – 4:00pm during the networking break

Tuesday, October 16

  • 8:00am – 9:00am during breakfast
  • 10:30am – 11:00am during the networking break
  • 3:15pm – 3:45pm during the networking break

Step 2: E-mail or call me to schedule a conference

You can reach me at or 301-989-9583.

Step 3: Gather samples (e-mails, chat transcripts, or social media messages) for our conference.

You can e-mail me the samples in advance or bring them to our conference.


Looking forward to seeing you in San Diego –

Leslie O’Flahavan



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