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

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

Guided Process Workflow Creation for Startup Companies

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.

  • 3 min read
  • 7/1/14 11:55 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 2013

Last week, four team members from SpiceCSM traveled to Las Vegas, Nevada to attend the much anticipated ICUC 2013 (inContact User Conference). As a silver sponsor, SpiceCSM was able to take full advantage of the event as an inContact partner. The Spice booth was back, seated next to new partner, ClearView, and our sales team sparked a lot of interest by providing live demonstrations. Between the hilarious and inspiring keynotes, informative sessions, and Arabian Nights Awards Dinner and after party, our team came back to Massachusetts with new ideas, tons of leads, and great stories to tell. This was only SpiceCSM’s second time attending the conference, but it will not be the last!

  • 1 min read
  • 7/1/13 12:00 PM

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

Stop Spending So Much Time Writing Memos to Contact Center Agents

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.

  • 1 min read
  • 7/1/12 9:03 AM

    Related Posts