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#ICMIchat Recap: What Makes a Great Social Agent?

By Erica Marois | Date Published: May 28, 2015 - Last Updated August 22, 2018 | Comments

Gone are the days when customer service representatives only had to support customers via phone.  Agents today must also support customers via email, live chat, social media, etc.  And ICMI research indicates that many agents still don't feel comfortble supporting customers through social channels.  Why is this the case?  And what skills are needed to be successful social support agent.

These are questions Kevin Hegebarth posed to our community during #ICMIchat this week. Check out the recap below for insight from your peers, and weigh-in in the comments below with your opinions.

Join us again next week (Tuesday, 1:00 EST) as we chat about mobile support.  Our topic: Does Mobile Customer Support Work for Every Industry?  I'll be your host! Just follow and use #ICMIchat on Twitter to join the conversation.  Hope to tweet you soon!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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