SpiceCSM does many things well, but its key tools are the Guided Process Workflows. These processes allow best practices to be melded with robust integrations to other systems to provide agents all the tools and information necessary resulting in excellence in customer service and support. With the guided process SpiceCSM is able to provide an increase in First Call Resolution, lower training costs and requirements, easy cross-selling and upselling, and ensures consistent delivery of service. It also helps cut costs, minimize training time, and reduce agent turnover rates. SpiceCSM allows complete revision control over process files, allowing you to continuously revise, update, and refine processes to meet any newly arising challenges within your business. 

After a standard deployment customers often forget to revisit the content that was initially put into place because they work so well. While content can be put into place and used for an extended period of time, we highly encourage you to go back and look at these process workflows while asking yourself some of the following questions: 

• What actions could be automated via new or existing integrations?

• Is there additional data that could be captured to further assist you in helping your customers?

• Are there additional case parameters you could utilize to keep your team in the know or better your reporting?

• Are there steps in the processes that could be performed by SpiceCSM using logic?

• Is the agent provided with proper information and any pertinent notes?

• Have you investigated any new integration capabilities or features within SpiceCSM?

At SpiceCSM we are continuously expanding our integration capabilities as well as our feature-set to allow SpiceCSM to become your central hub or “overlay” system to connect all of the various parts of your business.

Asking yourself these questions while revisiting your current workflows will help you accomplish your next set of business goals and result in robust and dynamic support and service processes. If you would like to know more about SpiceCSM and our ever-expanding integration capabilities and feature set, contact your Customer Service Manager or our sales team today.