Unified Customer Engagement Hub Blog

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Guided Process Workflow Deployment

Deployment of any new CSM, CRM, or other customer management or call center software can be a stressful experience for everyone involved.

New software leads to challenges on every level of an organization - Support representatives or other employees on the "front lines" will have to adapt to new processes on the fly, with only the prior skills/knowledge they have and the training they were given to fall back on. Management and Supervisor groups will have a similar struggle when dealing with reporting of KPIs and other metrics, as well as the stress placed on the entire organization during the 'cutover' to a new system.

Converting to new systems and tools should not be a burden on your company. Empowering workers with capable and easy to use tools allows them to focus more on the customer's needs and can improve metrics such as average handle time (AHT), first call resolution (FCR), escalation rates, etc.

During a trip to a client for a deployment, it became rather obvious that this is all part of what makes SpiceCSM so powerful. The client was able to hire their entire support representative pool "off the street" with the highest amount of experience being employees that had previously worked as inbound customer service representatives for a hotel chain.

They took these employees, and with the help of SpiceCSM's guided process workflows, were able to effectively support the entire user base of an Internet Service Provider with very minimal training. During the first day these agents were achieving service levels much higher than the previous callcenter that had provided support, all with a lower escalation rate.

Within hours, employees with a minimal amount of training were able to perform the entirety of tier 1 technical support, as well as all customer service functions for a rather large service provider. People with no technical background to speak of can use this tool to provide efficient and helpful support for customers with virtually any need.This astounded the client so much that rather than switching back to the 'old callcenter' after the first round of testing, they continued support without an interruption, and have only expanded since.

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The Citizen Architect Persona

We built our platform to be put into the hands of a “Citizen Architect”, someone you probably already have in your organization.  The persona of a Citizen Architect is going to be someone with an understanding of how processes work and the intricacies of the specific operating procedures.  These resources do not need to be overly technical, however any grasp of HTML or Programming can certainly help relate some of the general concepts and best practices we recommend when using SpiceCSM.  Many of our clients exclusively use non-technical resources to manage all their business process and content management while allowing technical resources to focus on the connections that push and pull data between those processes.

Trending: Phased Deployments

At SpiceCSM we have noticed a growing trend in deployment methodologies used when implementing a client's solution. When working with clients who have many overarching project goals or other unique complexities involved, we have seen many of them turn to a phased “crawl, walk, run” approach to maximize their returns and make the deployment work more seamlessly.  The concept applied here simply means that by offering an incremental approach to deploying a project or use case we try to avoid being so far sighted that it prevents progress towards a more immediately usable solution.  Instead, by focusing on and solving “micro-projects”, the synergy of those projects being completed in a more timely manner can have as big if not a bigger impact on the organization than one large project done in the same amount of time.  

The Customer Engagement Hub Comes of Age

“By 2020, 60% of large organizations will try to design a customer engagement hub, yet only half of them will select the correct technologies to make it work.”

  • 2 min read
  • 10/1/17 10:54 PM