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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 Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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