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Occam provides AI driven customer experience mapping and validation testing to their customers and to their partners through our experience testing system (ETS). Adopting automated validation and monitoring into your technology set ensures that you are perfectly...

In the current climate, almost every day brings a new challenge for businesses. Contact centers have been at the forefront, handling unprecedented call volumes and queries for which most organizations don't have a protocol. Remaining efficient while adapting to the...

COVID-19 has thrown call centers into what is arguably one of the most testing times the industry has ever faced. A quick scroll through the social media pages of some of the world's biggest brands reveals streams of complaints from customers whose calls are...

The move towards a DevOps methodology for your call center is no small undertaking. There's no quick and easy road to creating an agile environment, but there are some key considerations that will help you along the way. In this article, we've listed seven useful tips...

Introducing DevOps methodology into your organization not only requires a cultural shift within the business, but for teams to adopt and implement the proposed new practices, they need the right tools that will fit into this model by helping to eliminate silos and,...

You're at the exciting stage where your call center is about to embark on the introduction of a DevOps methodology into your processes. It makes a lot of sense to implement this transformation in order to deliver better customer experiences (CX) and improve the...

In a typical pre DevOps scenario, even simple configurations would require management sign-offs and endless dialogue between operations and development teams. Thanks to advances in automated testing, however, repeatable processes become possible with minimal...

Thanks to the internet, social media, and the rapid pace of innovation, customer expectations are changing faster than some companies can keep up with. In a competitive market where customer service delivery significantly affects how brands are perceived,...

AI has significantly affected most industries. Over the past 25 years, call centers have experienced a huge transformation in terms of how they process customer information and the efficiency with which they respond to requests. Automation has enabled flexibility,...

If you're looking to optimize your DevOps approach, automation should be a priority. By providing stability within your framework, you will enable your call center to continually deliver a high-quality customer experience (CX). This is where essential functions such...

Delivering exceptional customer service is the priority of every business. When this crucial function is optimized, your organization will face fewer challenges and have more time and resources to dedicate to growth and development. Your goal is to create a symbiotic...

If, like many organizations, you currently work in a cycle of Development > Testing > Deployment, you will be all too familiar with the disadvantages of this process. The features of Occam’s ETS support DevOps teams in delivering continuous improvement and...

As your business grows, so does your call center’s incoming calls. How can you be sure your infrastructure is going to be able to take the strain? By creating a robust stress test schedule, you can have the peace of mind that your technology will be up to the job. Get...

Testing. We all know its not the most exciting part of a development project, but there is no denying how vital it is. There will come a stage in any growing contact center’s lifetime when a manual test is no longer sufficient, and automated testing needs to be...

In the early stages of your call center’s growth and expansion, manually testing your customer journey may have been the only option available at the time, either due to budgetary constraints or lack of available technology. However, in an age where customer...

A growing business with an expanding call center faces new challenges daily. If you’re part of the team responsible for delivering a great customer experience, you’ll certainly feel a lot of pressure and expectation to maintain and optimize the service and...

Your IVR/IVA, Natural Language applications and ACD systems are not set-and-forget technologies. Your customer's experience (CX) needs to be at the heart of how your IVR system processes incoming calls to your call center. Many businesses struggle to understand why...

Contact centre technology can be a complex beast! Like a moody teenager it can be unpredictable and prone to erratic behaviour that can leave you red in the face at best! What value can monitoring your contact centre technology really bring to your business? To try...

When it comes to buying a new car, you don't just look at the picture and take the word of Bryan (you can call be Bri!) the sales guy when he tells you how great the car is. You want to get behind the wheel and put it through its paces. You want to be sure when you...

Whilst unsavory scenes of people clambering over one another for the best Black Friday deals seems to have subsided in the UK, an ever growing number of UK retailers are embracing this US imported sales event and one point has become abundantly clear; Christmas...