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September: a month of back-to-school, cooler weather, and shorter days. And at ICMI: the month of successful self-service.
To kick off our focus on self-service, our friends at OneReach hosted our twitter chat this week. We explored what customers really want from self-service, and how customer goals sometimes differ from contact center goals. We also discussed ways to get customers to "endorse" and use self-service more regularly.
Check out the recap below to help set your contact center up for self-service success.
Join us again next week (Tuesday, 1pm ET) as we discuss ways to measure self-service success. Jodi Beuder will host 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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