#ICMIchat Recap: Self-Service in the Small Contact Center
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#ICMIchat Recap: Self-Service in the Small Contact Center

Self-service can have a significant impact on a contact center of any size, but the impact is sometimes greatest for the small contact center.

Directing customers to help themselves can reduce staffing needs, save money, and improve the customer experience, but any new implementation has the potential to cause confusion or frustrating.  How are other small contact center leaders successfully managing self-service? Read the recap below for advice.

Join us next week (Tuesday, 1pm EST) as we chat about mapping the customer journey.  Our guest host @Corvisa will lead the one hour discussion. Just follow and use #ICMIchat on Twitter to participate.



Topics: Self-Service

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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
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