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Most Call centers spend a lot of money and resources to keep their best agent interested; however turn over is high, usually above 33%. The SpiceCSM Customer Engagement Platform is equipped with all of the sought after features you’ll need to greatly improve your agents and customer satisfaction. We aren’t your ordinary Call Center CRM and ticket tool. We are a unified cloud based platform and one of our special ingredient that makes us unique and valuable is the Guided Process Workflows. By using a Guided Process Workflow, each separate variable is taken into account and the agent is guided to the right solution. With this approach, you can hire agents less tech-savvy but agents with more soft skills. The Guided Process workflows make it easier for your agents to solve complex technical issues with relaxed and personalized manner.
In the last 10 years, the customer service industry, across all verticals, has seen a drastic increase in the use of remote agents. This rise in popularity stems from many reasons, the main ones being lower costs, improved agent satisfaction, scalability, and advancements in technology. Each one of these factors has had a great influence on the way companies provide support to it's customer base. Now that the remote agent has become so commonplace, customer service groups are looking for ways to reduce costs of at home agents, especially the start-up costs associated with deploying service agents across the US and the world.
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.