Unified Customer Engagement Hub Blog

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

How To Reduce Training Costs of Remote Agents

In the last 10 years, the customer service industry, across all verticals, has seen a drastic increase in the use of remote agents. This rise in popularity stems from many reasons, the main ones being lower costs, improved agent satisfaction, scalability, and advancements in technology. Each one of these factors has had a great influence on the way companies provide support to it's customer base. Now that the remote agent has become so commonplace, customer service groups are looking for ways to reduce costs of at home agents, especially the start-up costs associated with deploying service agents across the US and the world.

  • 3 min read
  • 5/26/15 5:13 PM

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

We Are Proud to Announce the Release of SpiceCSM v8.0!

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.

  • 6 min read
  • 7/1/14 12:09 PM

Double Dip Recession? - Better Business Process Management

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!

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

University Helpdesk to Unify Multiple Application Interfaces with SpiceCSM

May 25, 2011 - Major Mid-West University selects SpiceCSM for its internal helpdesk to unify multiple application interfaces. The idea started as a solution to fix the problems that occurred with using student workers. Limited hours caused stress amongst the workers when they could not easily find the information that they were looking for.

  • 2 min read
  • 7/1/14 9:08 AM

SpiceCSM and ClearView Unveil First-of-its-Kind Three-way Integration with inContact

Las Vegas, NV October 8, 2013   Some of the loudest buzz emanating from inContact’s 2013 ICUC Conference is the news that ClearView and SpiceCSM have completed an attention-grabbing three-way integration with inContact and with each other.

  • 4 min read
  • 10/8/13 12:05 PM

ICUC 2011

SpiceCSM is proud to be a bronze level sponsor of ICUC 2011 (inContact User Conference). While we are attending this action packed event, our CEO, Michael Ryan will be on the agenda to deliver a stunning presentation about “service level differentiation”. This will be done in coordination with two other speakers from other companies.

  • 1 min read
  • 7/1/11 8:53 AM

inContact User Conference 2011

SpiceCSM is proud to be a bronze level sponsor of the 2011 inContact User Conference. While we are attending this action packed event our CEO, Michael Ryan will be on the agenda to deliver a stunning presentation about “service level differentiation”. This will be done in coordination with two other speakers from other companies.

  • 1 min read
  • 7/1/11 8:50 AM

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