10 Ways Contact Centers Annoy Their Customers (and How to Stop)

Date Aired: November 6, 2018
Time: 2:00 PM Eastern Time
Presenters: Leslie O'Flahavan , Jenny Dempsey , Patrick Russell
Moderators: Erica Marois
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Watch the webinar video below.

Tips for breaking bad habits that annoy your customers.

Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits.


In this webinar, you will learn:

  • The top ten ways call centers frustrate customers
  • How to avoid committing common customer service failures
  • How to deliver a more seamless and satisfying agent and customer experience


Join us for an interactive and informative hour, complete with live audience Q&A.


Reserve your spot!

Leslie O'Flahavan
Co-founder, partner, E-WRITE

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.

Jenny Dempsey Wellness
Jenny Dempsey
Social Media and Customer Experience Manager, NumberBarn

Jenny Dempsey is the Social Media and Customer Experience Manager for With over a decade of customer service experience under her belt, she's the co-founder of As a certified health coach and the founder of Jenny Dempsey Wellness, she also provides corporate wellness in the workplace workshops for teams. She is the mother to a toothless rescue cat named Chompers and lives in sunny Carlsbad, California.

Patrick Russell
Patrick Russell
Principal, Product Innovation Marketing, Talkdesk

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last four years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences. 

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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Topics: Best Practices, CSAT