#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 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?



Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls