75. CX Communications & Writing Skills in the Contact Center w/Leslie O'Flahavan

My Curious Colleague ~ CPG CX

Hello My Curious Colleagues…! This week on the 75th episode of the @my curious colleague podcast my guest is my colleague, Leslie O'Flahavan, Owner of @E-Write, LLC. Leslie O is a “Plain Language Expert” and has a wonderful understanding of the needs of today’s contact center when it comes to communication and writing skills, among other industries.

🤔 Think: ChatGPT (so hot of a topic! Don’t worry – it doesn’t get too techy) and other musings on AI (artificial intelligence) (is it a contributor or source of frustration) around the experience and her thoughts on the current Employee Experience/EX for Agents.

In addition, Leslie shares how those new to the workforces’ PERSONAL communication habits could potentially impact their skillset and/or motivation to support certain channel à the good news is ---- writing/communications can be taught to willing and eager students.

Leslie’s a super savvy businessperson and a lot of fun…so was open when I suggested at the last minute that a mutual colleague @neal topf pops in on the podcast. The goal was to have a light debate/healthy sharing of POV’s around the definition of “CX”, if there’s one we even all agree on and how CX is different in perceptions of Customer Service or even Consumer Affairs/Care. Even I came in hot on this topic..!

💜So… thank you Leslie for joining me on S4 Ep75 coming out this Tuesday, 3/7/23 on the @My Curious Colleague podcast...!

#MyCuriousColleague #ConsumerCareWriting #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers

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