Unified Customer Engagement Hub Blog

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

All Posts

Stop Spending So Much Time Writing Memos to Contact Center Agents

Writing repeated memos to customer service / contact center agents every time a business process changes can be stressful. Did they read the email in time? Did you state everything clearly so the process is followed correctly? Where did that one email go again?

These are common problems when you can't change the process your contact center agents follow dynamically, in one spot, for every employee.

Think of it this way: If your organization is going to experience a large amount of call volume for one particular reason or another, a way to efficiently distribute information about the incoming calls can be very useful to reduce call and queue times, increase first call resolution, and vastly improve customer satisfaction from not having your agents fumbling.

One should always want representatives to have the most up to date information... Anything less would not be suitable for the customers. With some (unfortunately typical) contact centers though, the agents will receive an email informing them of the change in process whether they are working or not. I hope they have trained their agents very well to always read their email before taking the first call of the day.

Then again think about the labor costs of every staff member spending time "reading email" about process changes every time they show up to work as opposed to having agents using a guided process that can be changed on the fly so that the next time they show up to work or even while they are taking calls, new information will be presented if you need it to be.

From a staff member's standpoint, a job might suddenly be a lot less stressful if information was presented to them as they needed it, rather than having to be held accountable for the 50 emails sent this quarter about one process or another all while trying to talk an antsy customer through "the most difficult problem ever."

You should let your customer care agents spend their time actually caring for customers, rather than trying to keep track of the new processes you decided to define this week.

Related Posts

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