ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

#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 Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!