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“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.”
Connecting data between different systems using API’s or system level connections is an integral part of any digital transformation. Businesses can create a digital mesh using a variety of hand-picked systems rather than finding a one-size-fits-all solution. Specialized systems can each focus on a particular task but still collaborate with and leverage the capabilites of other external systems. Using integration capabilities like API’s, many disparate systems can be combined to create a best-in-breed ecosystem to better serve any particular business function. With SpiceCSM all manner of systems can be tied together, regardless of whether they have API's, and you can easily create a unified interface for your newly created digital eco-system.
When looking for a process automation solution it is easy to get caught up in the hype around Robotic Process Automation (RPA). But when you really examine the options available it is clear that standard RPA solutions don't even come close to competing with Intelligent Robotic Process Automation (iRPA).
Everybody loves a clean start. When current systems aren't working and pressures are building, it's tempting to want to trash everything and start over fresh. But what is the cost? Time, Innovation and Lost Opportunity.
A caller’s experience with a company’s contact center can either make, or break, the customer relationship. Call center leaders appreciate the role a happy customer plays in building goodwill and eventually convert call into new business. To create an atmosphere of satisfaction and engagement, quick responses to questions and effective assistance with customer concerns are top priorities. Therefore, agents must perform promptly and efficiently.
Considering the importance of customer engagement and valuable goodwill, contact centers appreciate the importance of robust tools that assist agents in performing their tasks. Customer relations management and various helpdesk software solutions enable personnel to provide high quality service, but maintaining multiple applications creates a new set of challenges. Disparate systems result in severe disconnect between and among the applications which results in inaccurate vital customer data.
Increasing the efficiency and effectiveness of your agents can help to dramatically improve the results of your call center. Your SLA’s and service metrics will begin to reach their goals and even surpass them, with a few simple steps. Here are 7 ways to increase agent efficiency in your contact center:
SpiceCSM is proud to be a bronze level sponsor of the 2011 inContact User Conference. While we are attending this action packed event our CEO, Michael Ryan will be on the agenda to deliver a stunning presentation about “service level differentiation”. This will be done in coordination with two other speakers from other companies.
In a perfect world it makes complete and logical sense that a billing, provisioning, and scheduling system all work and communicate together as each one holds data (and/or triggers events) that is used by the other. Unfortunately, it is also vary common that these systems remain as individual silo's of information within the same organization, requiring multiple manual interactions to transfer information from one system to another. Through the use of SpiceCSM and it's Cross Application Integrations with each system, you can remove much of the manual activity and allow each external application to "communicate" with each other.