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Traditionally, workflows have been way a to present simple information in an organized and logical manner. They are very helpful in communicating the structure of a complex system or an organizational hierarchy. However, that is all they do; statically display visual information to another person. One of the main goals when originally developing the SpiceCSM Process Workflows was to be able to present complex and dynamic information. We wanted to give users with a specific skill set the ability to convey their knowledge to a large number of less skilled users in a structured, dynamic and logical way. Additionally, we needed the ability to import data into the process so that the less skilled user did not have to use a separate system to look up information. Those original requirements gave the process workflows an enormous amount of power and flexibility. As the years passed, we saw the way processes were being used had evolved in ways we had never imagined when originally designing the SpiceCSM Process Workflows.
It was a full house at the Henderson House in Weston, MA on March 25th for the NECCF Spring Forum. The major theme of the day was the rapid changes occurring in the contact center industry and all attendees were eager to learn more. The first presenter, Michael Jordan from Metro Credit Union spoke about his experiences managing a call center in the banking industry. He is currently facing significant challenges in the management, ease, and implementation of multiple channels. Like many contact center managers, he and his agents are supporting phone, chat, email, and social and the task is overwhelming, not to mention confusing. Luckily, SpiceCSM was there to give Michael some insight on how our cloud based platform integrates with each app, providing a single agent desktop/CRM/reporting dashboard that can handle all channels simultaneously.
Customers today have a different frame of reference and expect more from all of their providers, regardless of industry. They expect the same level of exceptional service from online retailers to insurance providers, utility companies and beyond. Regardless of your industry, using an integration platform and guided process such as SpiceCSM allows you to bridge those divides and seamlessly provide superior customer service across any industry providing any service. As you read this article you can add this to the end of every sentence…”SpiceCSM already does that!”
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:
On Wednesday, November 13, CEO of SpiceCSM, Mike Ryan, traveled to Jersey City to participate in the inContact Panel Discussion alongside many well-known names in insurance, healthcare, and financial services. During lunch, a great discussion about Customer Engagement and Service Level Differentiation took place and new ideas on thought leadership were exchanged. This is the second Discussion Panel that Mike Ryan has participated in and it certainly will not be his last; inContact fails to disappoint!
SpiceCSM believes in exceptional experiences and customer satisfaction in all interactions. Our platform was created with one goal in mind; to create an experience that will wow customers, and excite agents. By providing a flexible, interactive, and intuitive platform, companies can transform their customers’ interactions into winning experiences. Great customer engagements empower growth through customer and employee satisfaction, and SpiceCSM was created with the passion and power to do just that.
This release of SpiceCSM combines core code base updates and new features in a sleek modern look that improves performance and productivity. Current users will find the interface familiar and friendly while enjoying the benefits of all new features.
So you've decided to use cloud-based Help Desk / CRM software to provide your call center agents with a Guided Process Workflow with which to work from. The question written on the brick wall most people hit at this point is "Where do we go from here?" The answer to this question really depends on a number of characteristics about your organization, and how you will provide support to your customers. SpiceCSM is always a great place to start.
InContact Integration for the NG Platform! SpiceCSM is proud to announce a full telephony integration with the inContact NG platform. This integration provides many new features including:
Yesterday I read an article by, Robert Reich, Former Secretary of Labor, on the Huffington Post, debating whether we are headed for a "double-dip" recession or just a lousy recovery? It is an interesting debate with many self serving opinions on all sides. I am no economist and have never been a fan of Mr. Reich, but I have to say...when it comes to business in this era, it just doesn't matter! You and your team have got to play like the bottom is falling out everyday. Bad economy or good, recession or not. You've got to be at the top of your game!