Unified Customer Engagement Hub Blog

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The Evolution in the USE of Process Workflows

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.

"Crowd-Sourced" Process Management

At SpiceCSM we appreciate that Process Management is a full-time task and can seem daunting at times. Processes can be moving targets, requirements force workflows to constantly evolve, and data transactions can require updates as connections mature. We have identified the following three challenges that organizations will face as they build and maintain one of the most critical pieces of their business operations:

Simplifying Robotic Process Automation

Are you confused by all the hype around Robotic Process Automation?  Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey?  Yet, according to Harvard Business Review ““A recent survey indicates that about half of the S&P 500 will be replaced over the next 10 years, a generational change that we call “disruptive change.””  Businesses are scrambling to re-invent themselves or face the threat of “uberization” of their respective industries.  As you seek out a way to adopt technologies that will enable you to transform your business like Robotic Process Automation, consider 3 guiding principles to align your endeavors for success.

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

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

Think Quality of Support, Not Price of Outsourcing

On the topic of outsourcing, ComputerWorld UK (March 2010) states: "Companies expressed frustration with the quality of work being provided, according to a survey, but most businesses still said they chose the cheapest outsourcing option instead of the best quality. Nearly all businesses - ninety-four percent - admitted that the focus on cost was increasing the likelihood of their projects failing." It is our belief that when companies search for an outsourced help desk, they are willing to sacrifice quality of support for low pricing, resulting in serious negative impact on customer satisfaction and retention. With that said, we are also firm believers in the power of an outsourced help desk solution. The key, as with many other functions of a fine-tuned organization, is to do your homework first. Here are three important topics (not directly related to cost) for you to think about when selecting an outsourced customer service or support help desk provider:

  • 3 min read
  • 3/1/10 9:19 AM

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