Join ICMI and HDI for Special
Customer Service Week Webinars

Wednesday, October 4 | 1 p.m. ET

The Future of Self-Service: Empowering and Educating Customers

Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

As part of our Customer Service Week festivities, we’re assembling a panel of experts to discuss the current and future impact and demands of self-service.

Join us to find out:

  • How to onboard customers to self-service
    • Walk-through guides, documents, videos, step-by-step rep involvement
  • The support team’s role in self-service
    • When to deflect to self-service vs. just solving the issue
  • The downstream impact of self-service, both positive and negative
    • Does it cause more complex questions or do customers begin to educate themselves?

Register for this free webinar »


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Thursday, October 5 | 1 p.m. ET

4 Customer Service Success Stories (and What You Can Learn from Them)

Ready to be inspired? Join us for this unique Customer Service Week webinar with four award-winning contact centers. This presentation will celebrate the achievements of our industry, while arming you with a few tips and tricks to try in your center.

Whether social media is your top challenge or you’re looking for innovative ways to train agents, this webinar is for you!

Attend this webinar to learn:

  • How Alberta Pensions Services made significant changes to make life easier for agents and customers
  • How the Dorel Juvenille customer care team is using social media in creative ways
  • How to leverage improv techniques to better train contact center agents
  • How the Whirlpool contact center drives strategic value for their business

Register for this free webinar »


 


Don't forget to join us for #ICMIchat!

When: Tuesday, October 3 | 1 p.m. ET

Topic: How to Build Trust with Customers and Employees

Host: Erica Marois  

Join us!