Breaking the Ice Episode #15: Fails and Macros with Leslie O’Flahavan


You’re not going to want to miss Episode #15 of Breaking the Ice. We are super excited to break the ice with our good friend, Leslie O’Flahavan. She’s the owner of E-WRITE and the premier expert on writing for customer service. In this episode we talk about some of those times where we tried desperately to be cool but failed miserably. We then dove into the topic of macros, canned responses, or templates — whatever you want to call them. You’ll get some terrific advice on how to use them properly with your customer service team.

Here are the official questions for the week:

Icebreaker Question- Have you ever tried to be cool and failed miserably?

Customer Service Question- Canned responses: good, bad, or otherwise?

We’d love to hear your answers to these questions. Also, if you have any questions for us for future episodes or are interested in being a guest, leave us a comment below.

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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