ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

#ICMIchat Recap: Measuring Self-Service Success

By Erica Marois | Date Published: September 10, 2015 - Last Updated August 22, 2018 | Comments

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.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!