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#ICMIchat Recap: Is it Ever Okay to Put Service on Autopilot?

By Erica Marois | Date Published: June 25, 2015 - Last Updated August 22, 2018 | Comments

Earlier this week I shared a post about the Spirit Airlines approach to automated social customer service.  On Tuesday we took a deeper dive and devoted an hour to discussing automation during #ICMIchat.

Does your company automate any aspects of service? How does automation make customers feel? Are there opportunities for automated service to benefit both the contact center and the customer? Scroll through the recap below to find out how other contact centers are (or aren't) using automation to enhance the customer experience.

Join us again next week as we chat about serving customers across time zones.  The tweet chat begins at 1pm EST each Tuesday.  Just follow and use #ICMIchat to participate!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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