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Spotlight on Operations: Join Leslie this October 28-30 at ICMI Contact Center Connections. She'll be speaking in session 305, "How to Deliver Consistent Customer Communications in an Omnichannel World."
Want to improve the way you communicate with customers? Consistency is key! This week during #ICMIchat, Leslie O'Flahavan led a discussion on improving the consistency of customer communications. The good news? Even the most budget-strapped organizations can use these tips to make customer interactions clearer and more effective.
Read a full chat recap here.
Leslie O'Flahavan, E-WRITE Principal, has helped thousands of people learn to write well for online readers. 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. Reach Leslie at Leslie@ewriteonline.com or follow her on Twitter @LeslieO
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