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Unified Customer Engagement Hub Blog

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

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.

Blog: 5 Benefits of Implementing a Unified Desktop

5 Benefits of Implementing a Unified Desktop It’s true that almost any business could use an integrated desktop solution for managing its digital ecosystem. But before we get into how organizations are embracing digital transformation, let’s first define exactly what a Unified Desktop is:  A Unified Desktop is a single interface that allows you to access all your applications and data from any device, including the web. 

Understanding Digital Transformation and How to Start the Journey:

Understanding Digital Transformation and How to Start the Journey: In short, digital transformation involves using new technologies to improve existing processes and products. Digital transformation aims to change the way organizations use technology, people, and process to create new business models and new revenues streams. In order to be successful in this new world, you need to change your mindset and approach. Think about how you would work differently than you are now. Focus as much on what you do well instead of focusing on what you don't do well. It’s time for you to think differently. IT leaders reprioritize strategies and adopt new technologies to transform their businesses. Digital transformation marks a rethinking of how an organization uses technology, people, and processes in pursuit of new business models and new revenue streams, driven by changes in customer expectations around products and services. The goal is to become more agile, efficient, and effective at responding to changing market conditions. Companies embrace digital transformation by building software systems—including customer relationship management (CRM), enterprise resource planning (ERP), and data orchestration systems —that enable them to offer new services and enrich existing services. As companies embrace these new technologies, they're creating innovative solutions for their business challenges. The most common type of digital transformation involves the adoption of new information technology (IT) platforms and applications to improve operational efficiency and enhance user experience. This may involve replacing legacy ERP or CRM systems with newer, cloud-based systems, or consolidating multiple systems into a unified desktop application. Companies can also leverage new IT capabilities to provide better customer service through automations, self-service options, or other innovations. In addition, digital transformation often includes the development of new business models based on new technologies. For example, online retailers have adopted omnichannel retailing, which combines traditional brick-and-mortar stores with ecommerce websites. Similarly, financial institutions have developed apps that allow customers to access banking services without leaving their homes.  The traditional phone call is still important, but so are other channels such as text messaging, social media, chat, email, video calls, etc. In fact, according to Forrester Research, nearly half of consumers would rather receive a personal response via text message than over the telephone. The first step towards digital transformation is defining the scope of the initiative. An organization should consider all areas where it could benefit from technological advances. For example, if an organization has been relying solely on its legacy database system, then it may want to evaluate whether or not it makes sense to invest in a cloud-based solution.  Identify the specific goals of the project. These goals will vary depending on the size and complexity of the organization, but there are some common objectives:

Integration Suite Spotlight: Video Conference Solutions

Integrated Video Conferencing Solutions SpiceCSM is integrated with most major Video Conference solutions. Regardless of which platform your team meets on, they can access their calendar, start or manage meetings, and more using the SpiceCSM Customer Engagement Hub.  Supported Video Conferencing solutions include, but are not limited to: Zoom, GoToMeeting, Microsoft Teams, Webex, and Google Meet

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.  

Data Integration - 3 Reasons To Connect Your Disparate Systems

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.

Digital Transformation - Simplifying the Complex

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.

Guided Processes vs. Decision Trees

Typical decision trees like the ones you see in flow-charting applications are essentially step-by-step guides that walk a user through a process and provide them with the next best steps based on their selections. They sort complex processes into incremental steps so they are easier to follow, but that’s about the extent of the functionality for most decision tree implementations. There’s no intelligence or logic and the processes are contained in their own little boxes.

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