Traditionally, workflows have been way a to present simple information in an organized and logical manner. They are very helpful in communicating the structure of a complex system or an organizational hierarchy. However, that is all they do; statically display visual information to another person.  One of the main goals when originally developing the SpiceCSM Process Workflows was to be able to present complex and dynamic information. We wanted to give users with a specific skill set the ability to convey their knowledge to a large number of less skilled users in a structured, dynamic and logical way. Additionally, we needed the ability to import data into the process so that the less skilled user did not have to use a separate system to look up information. Those original requirements gave the process workflows an enormous amount of power and flexibility. As the years passed, we saw the way processes were being used had evolved in ways we had never imagined when originally designing the SpiceCSM Process Workflows.

At SpiceCSM we appreciate that Process Management is a full-time task and can seem daunting at times. Processes can be moving targets, requirements force workflows to constantly evolve, and data transactions can require updates as connections mature. We have identified the following three challenges that organizations will face as they build and maintain one of the most critical pieces of their business operations:

Leaders today, regardless of industry or role, know that transformation of their organization is not only inevitable, it is necessary for survival.  The business landscape over the last 10-15 years is littered with the remnants of corporations that were once foundations of their industries, now disrupted by up-and-comers that could recognize trends, embrace innovation, and more nimbly maneuver to achieve success.  Look at Apple's disruption of the music industry, Amazon blowing by Wal-mart in retail, or Airbnb turning the hotel industry on its head.

  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).

Wise contact center leaders know the importance of customer engagement, which generates vital goodwill and drives sales. As such, it’s essential that agents have access to all the tools they need to perform at the highest levels when dealing with customers. Companies invest in knowledge management, helpdesk solutions, call routing and other technology to streamline processes and enhance the customer encounter.

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: 

This release of SpiceCSM combines core code base updates and new features in a sleek modern look that improves performance and productivity. Current users will find the interface familiar and friendly while enjoying the benefits of all new features.

So you've decided to use cloud-based Help Desk / CRM software to provide your call center agents with a Guided Process Workflow with which to work from. The question written on the brick wall most people hit at this point is "Where do we go from here?" The answer to this question really depends on a number of characteristics about your organization, and how you will provide support to your customers. SpiceCSM is always a great place to start.

InContact Integration for the NG Platform! SpiceCSM is proud to announce a full telephony integration with the inContact NG platform. This integration provides many new features including:

Yesterday I read an article by, Robert Reich, Former Secretary of Labor, on the Huffington Post, debating whether we are headed for a "double-dip" recession or just a lousy recovery? It is an interesting debate with many self serving opinions on all sides. I am no economist and have never been a fan of Mr. Reich, but I have to say...when it comes to business in this era, it just doesn't matter! You and your team have got to play like the bottom is falling out everyday. Bad economy or good, recession or not. You've got to be at the top of your game!