E-WRITE’s Leslie O'Flahavan has helped thousands of people learn to write well for online customers. She delivers customized writing courses for frontline agents, social media managers, and contact center managers. She is a problem-solver for all the writing challenges faced by contact centers: email, chat, text, and social media. She helps contact centers train agents to write well, measure the quality of their writing, and rewrite their template libraries. In 2018, she completed an overhaul of customer service writing for a global airline’s domestic and international contact centers. Since 2015, Leslie’s been on ICMI’s Top 50 Thought Leaders on Twitter list. She's a LinkedIn Learning (Lynda.com) trainer for the courses “How to Write Customer Service Email,” “Serving Customers Through Chat and Text,” and “Serving Customers Using Social Media.” Leslie is also the author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Connect with Leslie at [email protected] or follow her on Twitter @LeslieO.