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Self-service can have a significant impact on a contact center of any size, but the impact is sometimes greatest for the small contact center.
Directing customers to help themselves can reduce staffing needs, save money, and improve the customer experience, but any new implementation has the potential to cause confusion or frustrating. How are other small contact center leaders successfully managing self-service? Read the recap below for advice.
Join us next week (Tuesday, 1pm EST) as we chat about mapping the customer journey. Our guest host @Corvisa will lead the one hour discussion. Just follow and use #ICMIchat on Twitter to participate.
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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