I want my agents to be the same
I want my agents to say the same thing, time and time again, over and over again
I want my agents to think the same
I want my agents to give the same experience time and time again
I want my agents to conform
Same, bland, mundane, impersonal
Is that what your customers want?
Social customer care challenges the same. It challenges being identical
It challenges the processes and systems that make your agents the same
It challenges the way you have thought up to now
It challenges you to think differently
It challenges you to do things differently
It challenges you to be different
It challenges you to be you
It challenges you
It demands that you be you
But do you know who you are? What are you hiding behind?
Social customer care demands that you turn your back on uniformity. It demands that you undo, unlearn, dismantle
It demands that you confront the unfamiliar, the forgotten, the overlooked
It demands that you relearn, re-do, rebuild
We have the most powerful engagement and publishing tools at our disposal that we have ever had
They are not going away
It is not a fad. Get over it
Your customers are leading the way, and so too can your agents if you only let them
But do you dare or do you hide behind operational efficiency?
Do you dare let your agents speak the same language as your customers?
Your customers are getting on their own camels, creating their own marketplaces … do you even know what I am talking about?!