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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.

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.

FDRL - First Day of the Rest of Your Life!

What are you going to do today to make a difference?  In your life? Personal, Professional, Philanthropic? Seriously, what are you going to do? What is the one thing that you will do today that will make everything else irrelevant?  Irrelevant is a strong word BUT it gets to the heart of achieving what's really important?  It helps you eliminate or ease all of the other miscellaneous, less important tasks that tend to monopolize our time, and ultimately hold us back from achieving our goals."

The Cloud...Explained by Katie Couric

For those of you still struggling to understand the computing "cloud", you will enjoy this video from Katie Couric.  The cloud is changing the way that people and businesses manage computers, applications and data. The cloud creates unprecendented opportunies and new challenges as well.  The explosion of new cloud applications, offers new productivity and entertainment tools.  But these same applications also present new security and data risks.  

  • 1 min read
  • 7/7/15 8:30 AM

Benefit Story: Back Office Process Automation

The call center is rife with possibilities for increasing efficiency, boosting productivity and decreasing costs – all while maintaining high levels of customer engagement. The key to taking advantage of these opportunities lies in automating certain processes that are manually performed by agents. Still, numerous challenges occur due to the array of unique systems in place in a typical call center. In most cases, the applications and data aren’t effectively linked and integrated to facilitate process automation or streamline workflows. 

  • 3 min read
  • 6/11/15 9:30 AM

A Unified Agent Desktop Boosts First Call Resolutions and Improves the Customer Experience

While customers of decades past were often steadfast in their brand loyalty, those days are now just a fond memory. Customers today are led by their wallets, by the level of convenience they are offered and by the quality of customer support they are provided. While a few prestige brands may still attract customer loyalty, for most companies, there is a very real need to be the best and the fastest when it comes to customer service.

  • 3 min read
  • 4/1/15 10:08 AM

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