#ICMIchat Recap: Measuring Self-Service Success
Empowering contact center excellence for 30 years!

#ICMIchat Recap: Measuring Self-Service Success

There's no way to deny the benefits of self-service. Your customers want it, and it can save the contact center time and money.  The challenge with self-service is designing an experience that meets customer needs in an omnichannel world.

What are the components of successful self-service, and how can contact center leaders measure success and spot opportunities for improvement? Our #ICMIchat community shared advice for measuring self-service success. Check out the recap below for highlights from our conversation this week.

Have advice to share? Leave your tips in the comments below.

Join us next week (Tuesday, 1pm EST) for a chat about self-service for social customers. @SPSTechBeat will host.  Just follow and use #ICMIchat to participate in the conversation.

Topics: Self-Service


More from Erica Strother Marois


Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?



Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls