Just as customer service agents have finally become comfortable writing e-mail to customers, here comes social media and chat. These channels present new writing challenges. Can agents boil down their service messages to 140-character Tweets? Should agents be allowed to answer customers’ questions on Facebook where the whole world can see what they write? This webinar will help managers assess whether agents can write high-quality chat or social media messages and plan how they’ll deliver service in these new channels.

During this webinar, you will learn about:

• The challenges of writing to customers via social media and chat
• Why the contact center should be communicating with customers via Facebook and Twitter rather than the corporate communications or marketing department
• How to identify customer service agents who have excellent writing skills for social media
• Why social media is an extension of existing communication channels rather than a "whole new world"