Unified Customer Engagement Hub Blog

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

SpiceCSM Team

Recent Posts:

Reduced Training: The Unexpected Benefits of a Unified User Interface

Workplace productivity is a significant concern in today’s competitive economy. To stay efficient and ensure profitability, companies need to do more with less—especially regarding time and money. One way to do this is by reducing the amount of time and money spent on training employees.

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.

Personalized Medicine – The Future of Healthcare

According to the Gartner Hype Cycle, for Healthcare Providers, 2016, personalized medicine is an emerging trend. Much attention has been focused on the broader, more encompassing, emerging market trend of Precision Medicine (PM) after President Obama launched the Precision Medicine Initiative last year. But what is the difference between precision medicine and personalized medicine and why the “hype”?

Patient Experience Officers: The Gartner Report Has Good News For You

The 2016 Gartner Hype Cycle report is chock-full of insights and predictions for leaders in healthcare delivery organizations and IT operating within the medical industry. The report identifies new applications, analytical tools, and IT developments. We want to focus on one particular aspect of the report's predictions because patient experience officers will love this technology.

Healthcare Call Center – Necessary Cost Center Or Key To Future Strategy?

The healthcare industry is transforming rapidly as a result of new and innovative technology. The healthcare call center is both a necessary cost center and also the key to future strategy. Automation is what needs to happen throughout the value chain in order to take things to the next level.

CRM Contact Center Systems Featured in Gartner Hype Cycle for Healthcare Providers 2016

Since 1995, Gartner has been drilling down into massive amounts of data to uncover trend cycles in sectors that heavily depend on IT and tech, including healthcare. The Gartner Hype Cycle for Healthcare Providers report seeks to predict the lifecycle of tech trends based on the predictability of media and social hype. In the latest report, Gartner recognized 38 new and emerging tech area in the Healthcare Provider sector. One such area is Healthcare CRM/Contact Center Systems. This key solution, Gartner declares, is at or reaching its peak in the hype cycle, yet by many organizations, it remains overlooked as a necessary cost center.

    Related Posts

    Reducing the Impact of Technology on Training

    3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using. Is it simple to use? Does it proactively help agents? Does it make their jobs easier? If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey. One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees. Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently. Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer. In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time. Here are 3 ways you can utilize technology to help reduce training efforts:

    What is iPaaS: Explaining Integration Capabilities

    What is iPaaS: Explaining Integration Capabilities What is iPaaS? iPaas is a cloud-based platform that allows businesses to connect their existing systems together. It provides a single interface where users can access their data from across different software platforms. This means they can view information from one application within another without having to switch between them. The platform also makes it easy for people to build new integrations by providing low-code tools that allow connections to be made with external systems.

    Low-Code Application Platform: What is it??

    LCAP - What is a Low-Code Application Platform The vision that SpiceCSM has from our inception was to have an application that provided the tools to customize the user experience easily and orchestrate data without the need for technical expertise. What we've been calling an "Enterprise Application Builder" is now being recognized by leading analysts as a Low-Code Application platform, or LCAP for short.