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Contact centers that effectively leverage self-service can expect to improve speed to resolution, decrease costs, and create more consistent customer experiences. Self-service continues to become more important in a world where customers expect to be served 24/7, in their channel of choice, and in their preferred language.
Has your contact center mastered self-service? We've gathered six expert tips to help you on the quest to provide stellar self-service. Whether you're looking to implement a new self-service solution or improve upon an existing platform, these tips will help your team ensure success.
What tips would you add? Share your self-service hacks in the comments below.
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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