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#ICMIchat Recap: Measuring Success with Self-Service

By Erica Marois | Date Published: September 11, 2014 - Last Updated August 22, 2018 | Comments

There's no doubt about, self-service yields big benefits for both the customer and the contact center.  But how can you best measure success?

What are the metrics needed to benchmark self-service interactions, how does self-service really benefit the contact center, and who are the companies rocking self-service?

Read the recap below to learn how to effectively measure success with self-service.

Join us next week (Tuesday, 1pm ET) at ICMI Senior Analyst Justin Robbins leads a chat on self-service technology.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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