Unified Customer Engagement Hub Blog

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Guided Process Makes All the Difference in Call Center Training Costs and Retention

Most Call centers spend a lot of money and resources to keep their best agent interested; however turn over is high, usually above 33%. The SpiceCSM Customer Engagement Platform is equipped with all of the sought after features you’ll need to greatly improve your agents and customer satisfaction. We aren’t your ordinary Call Center CRM and ticket tool. We are a unified cloud based platform and one of our special ingredient that makes us unique and valuable is the Guided Process Workflows. By using a Guided Process Workflow, each separate variable is taken into account and the agent is guided to the right solution. With this approach, you can hire agents less tech-savvy but agents with more soft skills. The Guided Process workflows make it easier for your agents to solve complex technical issues with relaxed and personalized manner.

  • 2 min read
  • 5/29/15 9:00 AM

New Call Center Agent Training Made Easy

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.    

  • 2 min read
  • 5/18/15 9:30 AM

Hiring Best Practices for Call Centers

Your call center agents are an extension of your company during a customer service call, so it’s essential to hire top talent. Not only must these people handle troubleshooting and support issues, but they’re also responsible for building the goodwill that can lead to future sales. Soft skills and an ability to master the required tools are top criteria companies must consider, but there are other factors. Therefore, organizations must take a best practices approach to the hiring process in order to properly leverage call center operations. Develop an Agent Persona

  • 2 min read
  • 5/15/15 1:47 PM

Top 7 Ways to Increase Agent Efficiency in the Call Center

Increasing the efficiency and effectiveness of your agents can help to dramatically improve the results of your call center. Your SLA’s and service metrics will begin to reach their goals and even surpass them, with a few simple steps. Here are 7 ways to increase agent efficiency in your contact center: 

  • 3 min read
  • 1/7/15 11:21 AM

4 Tips for Call Center Training

New hire call center training represents a significant investment for many contact centers with typical training times ranging from two to six weeks or even more. Fortunately, there are ways to train new hires faster and improve their on-the-job performance.

  • 2 min read
  • 7/1/12 9:23 AM

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