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Last week during #ICMIchat we discussed ways to measure self-service success. This week we explored the many ways that social media and self-service can work hand in hand to improve the customer experience.
@SPSTechBeat hosted the one hour conversation, and participants offered their opinions on the industries that lead the way in offering self-service, the best ways to integrate video into the service mix, and more. Check out the recap below and add your insight in the comments.
Join us next week (Tuesday, 1pm EST) for a chat about the future of self-service. Topic: Will self-service ever replace the live agent? @NealTopf will host the one hour discussion. Just use and follow #ICMIchat on Twitter to join us.
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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