Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

A Unified Agent Desktop Boosts First Call Resolutions and Improves the Customer Experience

While customers of decades past were often steadfast in their brand loyalty, those days are now just a fond memory. Customers today are led by their wallets, by the level of convenience they are offered and by the quality of customer support they are provided. While a few prestige brands may still attract customer loyalty, for most companies, there is a very real need to be the best and the fastest when it comes to customer service.

  • 2 min read
  • 4/1/15 10:08 AM

5 Things That Matter to Customers Regardless of the Industry

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!”

  • 4 min read
  • 3/2/15 10:31 AM

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

Why SpiceCSM?

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.

  • 1 min read
  • 7/1/14 12:11 PM

Guided Process Workflow Deployment

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.

  • 1 min read
  • 7/1/14 9:17 AM

Guided Process Workflow - Builds "Solution Economy" and Bottom-line!

I like experiments...in fact I love them. That's kind of how I got involved with Fused Solutions and SpiceCSM. Having grown up in Northern NY and having attended Clarkson University, I wanted to help revitalize an economy that hadn't weathered the transition from agrarian and smoke stack to technology very well. Its a long story but suffice it to say the last several years have been an interesting and fulfilling ride. But that is for a different day back to the experiment of sorts.

NECCF Winter Forum

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.

  • 1 min read
  • 7/1/13 9:06 AM

The Age of Big Data

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?

  • 1 min read
  • 7/1/12 9:04 AM

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