Breaking the Ice Episode #53: #FreeToHelp w/ Leslie O’Flahavan

Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie O’Flahavan. Leslie is the owner of E-WRITE and the foremost expert on writing for customer service. In this episode we first talk about one thing we’d rather make than buy from the store and then we dive into this #FreeToHelp movement that Jenny and Leslie started. Here are the questions for this week’s episode:

Icebreaker Question: What would you rather make yourself than buy from a store?

Customer Service Question: If you were leading a call center team, what is one thing you’d make certain the team has to ensure they are #Freetohelp the customers? 


We’d love to hear how your empower the agents in your contact center to be #FreeToHelp.

Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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