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Self-service kiosks are everywhere now. You can find them at the airport, the grocery store, your favorite restaurant, and even at the doctor. As technology advances, more and more companies are streamlining processes and replacing live help with self-help. This begs the question: will self-service ever replace contact center agents?
This week @NealTopf led the ICMI community in a chat about self-service and the contact center agent. Read the recap below for insight on how self-service is impacting agents today and what it might mean for the future. Do you think self-service will eventually deem agents obsolete? Weigh-in with your comments below.
Join us next Tuesday at 1pm EST for a chat about self-service and the small contact center. @OneReach will host the one hour conversation. 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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