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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:
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!
Deployment of any new CSM, CRM, or other customer management or call center software can be a stressful experience for everyone involved. New software leads to challenges on every level of an organization - Support representatives or other employees on the "front lines" will have to adapt to new processes on the fly, with only the prior skills/knowledge they have and the training they were given to fall back on. Management and Supervisor groups will have a similar struggle when dealing with reporting of KPIs and other metrics, as well as the stress placed on the entire organization during the 'cutover' to a new system.
May 25, 2011 - Major Mid-West University selects SpiceCSM for its internal helpdesk to unify multiple application interfaces. The idea started as a solution to fix the problems that occurred with using student workers. Limited hours caused stress amongst the workers when they could not easily find the information that they were looking for.
SpiceCSM is proud to be a bronze level sponsor of ICUC 2011 (inContact User Conference). While we are attending this action packed event, our CEO, Michael Ryan will be on the agenda to deliver a stunning presentation about “service level differentiation”. This will be done in coordination with two other speakers from other companies.
SpiceCSM is proud to be a bronze level sponsor of the 2011 inContact User Conference. While we are attending this action packed event our CEO, Michael Ryan will be on the agenda to deliver a stunning presentation about “service level differentiation”. This will be done in coordination with two other speakers from other companies.
On the topic of outsourcing, ComputerWorld UK (March 2010) states: "Companies expressed frustration with the quality of work being provided, according to a survey, but most businesses still said they chose the cheapest outsourcing option instead of the best quality. Nearly all businesses - ninety-four percent - admitted that the focus on cost was increasing the likelihood of their projects failing." It is our belief that when companies search for an outsourced help desk, they are willing to sacrifice quality of support for low pricing, resulting in serious negative impact on customer satisfaction and retention. With that said, we are also firm believers in the power of an outsourced help desk solution. The key, as with many other functions of a fine-tuned organization, is to do your homework first. Here are three important topics (not directly related to cost) for you to think about when selecting an outsourced customer service or support help desk provider:
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? 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.
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.
The best and most complete platform for data integration, case management, and workflow management to help transform your customer journey.
