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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!”
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.
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.
Deployment of any new CSM, CRM, or other customer management or call center software can be a stressful experience for everyone involved. New software leads to challenges on every level of an organization - Support representatives or other employees on the "front lines" will have to adapt to new processes on the fly, with only the prior skills/knowledge they have and the training they were given to fall back on. Management and Supervisor groups will have a similar struggle when dealing with reporting of KPIs and other metrics, as well as the stress placed on the entire organization during the 'cutover' to a new system.
On December 10, the NECCF (North East Contact Center Forum) held its annual Winter Forum and holiday reception at the Henderson House in Weston, MA. I was lucky to attend the sold-out conference and was able to network with professionals across the call center industry in a wide range of businesses from LEGO to Prudential. The morning presenters, Amanda Marschall from LEGO and Matthew Storm from NICE, focused on effective and unconventional agent training methods and ways to get closer to your customers through multiple channels and technologies. All-in-all it was very informative and kept the audience intrigued.
We have entered the age of Big Data where massive amounts of data are being collected and stored. With the ever increasing pace of technology the amount of data being collected will also expand exponentially. However, this data is often housed in multiple locations. How do you get it to all work together and better still how do you get to the data you really need in a quick and effective manner?
Writing repeated memos to customer service / contact center agents every time a business process changes can be stressful. Did they read the email in time? Did you state everything clearly so the process is followed correctly? Where did that one email go again? These are common problems when you can't change the process your contact center agents follow dynamically, in one spot, for every employee. Think of it this way: If your organization is going to experience a large amount of call volume for one particular reason or another, a way to efficiently distribute information about the incoming calls can be very useful to reduce call and queue times, increase first call resolution, and vastly improve customer satisfaction from not having your agents fumbling.
In a perfect world it makes complete and logical sense that a billing, provisioning, and scheduling system all work and communicate together as each one holds data (and/or triggers events) that is used by the other. Unfortunately, it is also vary common that these systems remain as individual silo's of information within the same organization, requiring multiple manual interactions to transfer information from one system to another. Through the use of SpiceCSM and it's Cross Application Integrations with each system, you can remove much of the manual activity and allow each external application to "communicate" with each other.
I recently read an article for Searchcrm.com titled “Self-service success rates plummeting, but why?” The article showed how the rates have fallen over the past years. (See graph below) The fact is that it can be more painful then helpful. Self service is meant to help you solve your own issue.
Welcome to the first installment of the SpiceCSM Blog, designed to deliver best practices, tips, tricks and industry news to all contact center and call center professionals.