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 support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline’s domestic and international contact centers. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.