Leslie O'Flahavan has helped thousands of people learn to write well for
online readers. She has delivered customized writing courses for customer
service agents, social media managers, and technical support staff. She is
a problem-solver for all the writing-related challenges faced by contact
centers: e-mail, chat, social media, and text. She helps contact centers
train agents to write well, measure the quality of their writing, and maintain
their libraries of canned answers. Recently, she completed a complete
overhaul of customer service writing for a global airline's domestic and
international contact centers.

In 2020, Leslie was named one of ICMI's "Top 50 Thought Leaders,"
Netomi's "50 of the Best CX Influencers," and ProcedureFlow's "Top 30
Customer Service Influencers." Leslie is a LinkedIn Learning author of six
courses: Customer Service: Serving Customers Through Chat and Text,
Customer Service: Writing for Social Media, Technical Writing: How to
Write a Quickstart Guide, How to Write Customer Service Email and
Writing in Plain Language. Leslie is the co-author of Clear, Correct,
Concise E-Mail: A Writing Workbook for Customer Service Agents.

Presenting:

• Session 505: Doing What Doesn't Come Naturally: Why IT Support Pros Must Know How to Express Empathy
• Session 704: The High Costs of a Badly Written Knowledge Base Article