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?

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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?

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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

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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?

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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?!

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