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#ICMIchat Recap: Self-Service in the Small Contact Center

By Erica Marois | Date Published: October 01, 2015 - Last Updated August 22, 2018 | Comments

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 Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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