Unified Customer Engagement Hub Blog

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

The Tablets are Coming! Tablets are Coming! to the Service Process

Ok...I'll admit that I've been accused of being a gadget man! Sure, I've had my PDA's, GPS's and other electronic toys and yes I was a very early adopter of both the Blackberry and now the Droid. But let it be known, that today I feel the need to be like Paul Revere! Customer Experience Managers beware, The "Tablets" are coming, The "Tablets" are coming! And they are going to change customer experience and the demands on the service process for good.

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.

  • 2 min read
  • 7/1/14 9:17 AM

University Helpdesk to Unify Multiple Application Interfaces with SpiceCSM

May 25, 2011 - Major Mid-West University selects SpiceCSM for its internal helpdesk to unify multiple application interfaces. The idea started as a solution to fix the problems that occurred with using student workers. Limited hours caused stress amongst the workers when they could not easily find the information that they were looking for.

  • 2 min read
  • 7/1/14 9:08 AM

Guided Process Workflow - Builds "Solution Economy" and Bottom-line!

I like experiments...in fact I love them. That's kind of how I got involved with Fused Solutions and SpiceCSM. Having grown up in Northern NY and having attended Clarkson University, I wanted to help revitalize an economy that hadn't weathered the transition from agrarian and smoke stack to technology very well. Its a long story but suffice it to say the last several years have been an interesting and fulfilling ride. But that is for a different day back to the experiment of sorts.

SpiceCSM and ClearView Unveil First-of-its-Kind Three-way Integration with inContact

Las Vegas, NV October 8, 2013 Some of the loudest buzz emanating from inContact’s 2013 ICUC Conference is the news that ClearView and SpiceCSM have completed an attention-grabbing three-way integration with inContact and with each other.

  • 4 min read
  • 10/8/13 12:05 PM

ICUC 2013

Last week, four team members from SpiceCSM traveled to Las Vegas, Nevada to attend the much anticipated ICUC 2013 (inContact User Conference). As a silver sponsor, SpiceCSM was able to take full advantage of the event as an inContact partner. The Spice booth was back, seated next to new partner, ClearView, and our sales team sparked a lot of interest by providing live demonstrations. Between the hilarious and inspiring keynotes, informative sessions, and Arabian Nights Awards Dinner and after party, our team came back to Massachusetts with new ideas, tons of leads, and great stories to tell. This was only SpiceCSM’s second time attending the conference, but it will not be the last!

  • 1 min read
  • 7/1/13 12:00 PM

File Storage Service to Support SpiceCSM Scripting

SpiceCSM will provide a secure file storage service and the bandwidth needed to support delivering content to populate and supplement your SpiceCSM scripts and knowledge base. Storage can support: Image files (JPG, PNG, GIF etc.) for inclusion in process content PDF files for download or email attachments Files for inclusion and/or attachment for e-mail content Recording storage (.wav files for telephony integrated customers) Key Features & Benefits ITIL® v3-based processes and a set of advanced tools that ensure a highly available and secure environment Delivered as a service No need to purchase hardware/software Secure access for your users Incident management Change management Configuration management Continual Service Improvement (CSI)

  • 2 min read
  • 7/1/13 10:22 AM

Companies With Terrible Customer Service

Recently, MSN Money released the findings from their annual customer service survey. Consumers from all over the US were surveyed about their experience with 150 of the nations largest organizations. As the US continues to rebound from the recent (and current) recession, companies of all sizes are focusing on delivering better customer service to ensure customers keep coming back.

  • 3 min read
  • 7/1/13 9:07 AM

NECCF Winter Forum

On December 10, the NECCF (North East Contact Center Forum) held its annual Winter Forum and holiday reception at the Henderson House in Weston, MA. I was lucky to attend the sold-out conference and was able to network with professionals across the call center industry in a wide range of businesses from LEGO to Prudential. The morning presenters, Amanda Marschall from LEGO and Matthew Storm from NICE, focused on effective and unconventional agent training methods and ways to get closer to your customers through multiple channels and technologies. All-in-all it was very informative and kept the audience intrigued.

  • 1 min read
  • 7/1/13 9:06 AM

4 Tips for Call Center Training

New hire call center training represents a significant investment for many contact centers with typical training times ranging from two to six weeks or even more. Fortunately, there are ways to train new hires faster and improve their on-the-job performance.

  • 3 min read
  • 7/1/12 9:23 AM

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