Unified Customer Engagement Hub Blog

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

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.

  • 2 min read
  • 4/1/15 10:08 AM

Top 7 Ways to Increase Agent Efficiency in the Call Center

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: 

  • 3 min read
  • 1/7/15 11:21 AM

Announcing the Latest Release of SpiceCSM:

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:

  • 3 min read
  • 7/1/14 11:54 AM

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)

  • 1 min read
  • 7/1/13 10:22 AM

The Age of Big Data

We have entered the age of Big Data where massive amounts of data are being collected and stored. With the ever increasing pace of technology the amount of data being collected will also expand exponentially. However, this data is often housed in multiple locations. How do you get it to all work together and better still how do you get to the data you really need in a quick and effective manner?

  • 1 min read
  • 7/1/12 9:04 AM

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