Take Out the Guess Work
As Training Manager for Fused Solutions, LLC. I am lucky to have SpiceCSM at my disposal. It takes the guess work out of the process. I am able to teach agents to think critically and focus on customer service. Agents don’t have to know all the answers, just how to find them. Spice CSM not only provides them with an innovative and intuitive Guided Process, but serves as a memory bank.
Boost Agent Retention
Contact center turnover is a common issue. This means that onboarding new agents can be a long, constant process. Cutting training time and ultimately, cost is a top priority for many contact center professionals. SpiceCSM is the answer. Because of SpiceCSM’s streamlined interface, agents aren’t bogged down or forced to cherry-pick information from multiple sources. Everything an agent needs is easily accessible through one interface. This not only lowers training time for new agents but boosts agent retention. Agents who only interact with SpiceCSM in the contact center are happier.
The SpiceCSM Guided Process allows information to appear all in one place. Multiple integrations and API calls simplify the agent interface and the “heavy lifting” is all handled behind the scenes.
Customize Processes to Make Training Easy
From the start of a contact, the agent has step by step instructions that are fully customizable depending on the needs of a customer. Even if an agent needs a quick answer, they can find it using Spice CSM’s convenient Campaign Details pane that can be accessed at any point during a contact
SpiceCSM allows for real-world testing. Customizability allows agents to perform test cases without impacting real accounts. Test accounts can be set up so that agents can use them anytime to learn or refresh themselves on a process.
Agents are able to practice, through this practice, they are gaining real-world experience making each handled contact better than the last. Training time for a new agent is minimal; only ten days of classroom training are needed. First time agent errors are few because they have all the information at their fingertips. All of my agents know where to find the answers they need, Spice CSM.
Cut Training TIme
New agents will not have to learn the intricacies of every new process or campaign because SpiceCSM is there to hold their hand. Training time can be cut dramatically. Call Centers that incorporate SpiceCSM, boast training times in as little as ten days.
