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#ICMIchat Recap: Self-Service Technology

By Erica Marois | Date Published: September 18, 2014 - Last Updated August 22, 2018 | Comments

Continuing our September theme of self-service, Justin Robbins hosted an #ICMIchat this week on self-service technology.

What do customers prefer-- mobile apps, online forums, or interactive IVR?  And what do agents want from self-service technology solutions?

Read the recap below for answers to these questions and more.

Join us again next week (Tuesday, 1pm ET) as OneReach leads a discussion on what's next for self-service.

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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