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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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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