Unified Customer Engagement Hub Blog

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

Benefit Story: Data & Application Connector

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.

  • 3 min read
  • 6/17/15 9:00 AM

Solving the problem: Data must still be updated and stored in different applications

Proper customer experience management is one of the highest goals of a contact center, as the relationship with its customers is inherently valuable to a company. Achieving this objective requires call center leaders and agents to provide an engaging, helpful experience, whether by answering questions or solving customer problems. A rewarding encounter results in business goodwill and can generate new sales. Of course, companies must also be keep tabs on costs and productivity in the contact center. Managers must ensure agents perform satisfactorily and that new employees have proper training. Technology, such as helpdesk software and call center scripts, is there to assist agents with the various tasks they must perform during a call. However, new problems arise with the disparate tools and applications: Many contact centers use up to 15 different solutions, each of which must be updated to reflect new data.

  • 3 min read
  • 6/3/15 12:35 PM

    Related Posts

    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.