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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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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.