It is often said that ‘sorry’ is the hardest word to say. However, looking at some social media channels, it seems to be the easiest thing to say. Over and over, we see the word ‘sorry’ flooding our social feeds from companies and organisations. But is it always necessary?

Being a customer service agent can be hard. You’re not only on the front line of (mostly) customer complaints, but also often held directly responsible for their issue. But as happy customer service teams make happy customers, it’s imperative to create a highly motivated care team. A key component of this is in how companies create their internal social care teams. We find that the most successful way is to hire social care agents by hand-selecting them from among the best of your contact center.