There are many reasons that companies move or are thinking about moving to the cloud. I am going to describe the five main reasons that outweigh the rest. Is your organization thinking about making the switch? Have you already? Do any of these fit your current needs or future plans? 1.) Low Costs- Moving to the cloud is really simple when you look at the rate of return. There is usually a very low one time setup fee associated. Simply put, once you are up and running the recurring fees are very low compared to most premise based systems. You only need to educate people on the use. This requires lower IT needs and potentially teams of people to implement and keep these systems updated. Instead of pricy equipment and upgrades this is actually hosted and kept somewhere else. The cloud based providers remove this headache for you. 2.) Scalability- Are you
Offering your customers more is definitely a value add. Many outsourced call centers can actually offer more than just answering the phone and troubleshooting a customer’s issue. Why not give your clients a value-add by being a trusted consultative partner? How do you do this you ask? One way of being a valued partner is providing in depth analytics. By showing that your agents are actually gathering data while troubleshooting the issue you are adding value. By taking the extra step and providing them a portal to log in and review reports, listen to calls and look at cases it should be a no brainer. So why do so many call centers hide this data? Is it hiding or lacking the tools to share it with you? A resolution, setup issue typing for your clients by using an in house help desk application to track why people are contacting you, by
I just read an article in Customer Interaction Solutions, “Five Things Customer Service Operations Need to Improve” written by Erik Linask. He explains that there are five things that in 2012 contact centers need to be thinking about. There have been many changes in the CRM industry including social media and how companies need to be thinking about these five things. The number five thing that they need to improve on was “Escalation Coaching”. He explains that “agents simply need to understand when to escalate situations to the next level of support”. I agree that agents do not always know when to do this. That is why contact center should deploy programs that can clearly define the end of the process and allow the system to automate the next steps. This can be done via a warm transfer of the caller or simply sending the case to the
Many companies have to ramp up staff to handle holiday spikes in customer care temporarily. Along with this comes lack of experience, higher training costs, and stress on your permanent employees. There are solutions to this common problem. A guided approach to handling all of your most common and frequent issues, will not only reduce training time and cost but can actually lead to increased customer satisfaction.
Let’s say one of your customers calls in with a pretty basic question for a temporary agent this agent has no idea the answer so they begin poking around the knowledge base. They can’t find anything so then they ask their neighbor who may or may not know. Now you have a frustrated agent, neighbor and an unnecessarily long call. This can be exceedingly expensive.
Using the “guided process” the agent can select
December 15th, 2011 Helping our local community has been a tradition for many years. This year SpiceCSM donated to the Potsdam Holiday Fund. This money goes into a fund that provides needy families in our area gifts and food for Christmas. There is much excitement surrounded by this time of the year and many people in Northern New York are struggling to provide the basic necessities. This fund each year allows for many people to enjoy this otherwise stressful holiday. We look forward to helping for many years to follow. Program Overview Provided by the Holiday Fund The Potsdam Holiday Fund, Inc. provides new toys, clothing, boots and food to families and senior citizens in need in the Potsdam area. The Potsdam Holiday Fund, Inc. is a 501 ( c ) 3 organization; thus contributions to the fund are tax deductible as allowed by the IRS. Who Benefits: Last year we served over
Switching to a new service is never fun. Trying to figure out and navigate new systems can be challenging, especially when you are not properly introduced to the new service. After my last blog about a Satellite Provider, I had yet another questionable experience with the new TV Provider.
Upon making the switch I had initiated an online chat to inquire about services in my area. This was somewhat educational. I was instructed to begin the ordering process online and the representative assisted me with this process. Order completed servi
ce scheduled… good right? A few hours after my setup I realized that I was missing some of the programming that I had originally purchased, so I then initiated another chat to add the additional services to my channel lineup, 10 minutes after initiating the chat I was directed to
Do not worry if you missed our webinar. There is still time to see it! 'High Maintenance Customers: Strategies for Handling All Customer Types Profitably' is now available for your review in the archives. Watch the Archive Now! http://w.on24.com/r.htm?e=369753&s=1&k=AD69310ABED05BECA23AAD1D798CEA75 Let’s face it, not all customers are created equally. Some are wonderful, but others cost you more time and money than they make you. So, in a competitive world where customers are at a premium, how do you deliver great service to those that make you money and weed out those that don’t? This webinar will show you current customer trends and arm you with the ideas and strategies you need to handle customers of all kinds. It will also provide you with a step-by-step plan to elevate your contact center’s customer experience while weeding out those customers that are more trouble than they are worth.
Let's face it, not all customers are created equally. Some are wonderful, but others cost you more time and money than they make you. So, in a competitive world where customers are at a premium, how do you deliver great service to those that make you money and weed out those that don’t? This webinar will show you current customer trends and arm you with the ideas and strategies you need to handle customers of all kinds. It will also provide you with a step-by-step plan to elevate your contact center’s customer experience while weeding out those customers that are more trouble than they are worth. Don’t miss this opportunity to hear it like it is and gain real world strategies for real world problems. Sign up today! Please click here for more information
This year at ICUC marked the 3rd Annual Coder Royale! It seems that each year is getting more and more competitive, as well as more and more creative. This year’s Coder Royale theme was “Innovation in the Contact Center” and the only requirement was that you used the inCloud API. The ingenuity that we were able to demonstrate to our live audience was so cool and, can I get a drum roll, please? The winner is… Pete Blackmer from SpiceCSM. Pete’s application leveraged the inCloud API using 7 different methods. The application is embedded in SpiceCSM, and has several features including click-to-call, a cherry pick function, and various reporting scenarios. I think a highlight for me was the event injection application. The function allowed voice contacts to be injected into queue based on a pre-determined logic. Of course, this is great because it allows end-users to manage when and how they
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