Social Customer Service Representatives

This recent post in conversations matter details how many companies are now beginning to step away from the trend of hiring outsourced customer service reps, and instead are hiring agents who can speak the language and are familiar with social media tools. We are seeing a huge shift of customer service professionals moving online, as consumers have begun to utilize various points of contact via social media like forums, blogs, and even twitter. The most important social media job, according to Kelly Ferrer, are online customer service reps. Do you agree?