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"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:

  • Distributed Knowledge: There are often people within an organization with the ability to contribute to content but without the technical know-how to maintain the processes.  This limits the amount of content contribution channels and inhibits subject-matter-experts from enhancing process with their experience.

  • Technical Supply v. Demand: The technical resources who usually manage content are typically of higher-cost and higher-demand.  Simplifying Process Management and bringing it to the masses allows resources to re-align to where they excel and provide more value.

  • The Speed of Business: Perhaps the biggest challenge is that processes need to be constantly evaluated and improved and ongoing maintenance is often difficult to manage and especially to scale.  

SpiceCSM has cracked the code on these common challenges by providing our customers with the tools to "crowd source" process management.

With our visual Guided Process Editor, development of processes is presented as a low-code environment, which means that ANYONE can easily and quickly create robust and intelligent processes. All of the complex procedures that usually require extensive coding are brought into a powerful and easy-to-use interface that makes process management accessible to the “citizen engineers”. Simply drag one of the many building blocks, or nodes as we call them, onto the white board and connect the dots to tie their content together.

Each node has its own specialized task; such as asking a question, gathering information, applying logic, or even connecting to a third party system. Open any node to reveal settings that allow you to easily configure all of the properties for that respective process function. See the updates in real-time as you make changes in the Process Editor, so you can be sure to get things right the first time.

The SpiceCSM Process Editor is also loaded with simple yet powerful security features. Every process revision is automatically archived, so in the event there are unintended behaviors when new processes go live it’s effortless to revert back to a known good configuration. Security controls can segregate access so that users only see the content they specifically manage.  Clearly delegate users as process managers and/or publishers, so there can be distinctions between who can stage process updates versus who can actually put those processes into production. Between the simplicity of the Guided Process Editor and our ability to empower resources that are typically non-technical, SpiceCSM makes process management accessible to the people that can make the biggest difference.

In an effort to make ongoing Process Management less daunting we looked at how to provide the highest quality feedback on constantly evolving processes.  The most obvious mechanism for this type of closed loop feedback was the actual end users working these processes first-hand.  SpiceCSM empowers the end users and allows them to be content contributors by flagging areas of the process that they believe need attention.  This makes it simple for content managers to quickly see when and where there has been process feedback submitted, as well as to quickly evaluate and make any corrections necessary. This not only simplifies ongoing maintenance, it also inherently scales your ongoing Process Management efforts within your business.

Don’t forget to head on over to our Blog to read more about Guided Processes vs. Decision Trees.  If you just want to learn more about how SpiceCSM is helping transform organizations and customer experiences, contact us for more information.

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Chris Giardina
Chris Giardina
Contact center professional with over 10 years of experience in various roles from Agent to Director and everything in between.

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