"Why should we spend time and money testing, we are buying Cloud?" When organizations migrate their contact centers to the cloud, one of the most common assumptions is that the cloud provider will take care of everything, including platform performance and...
Work in a much more collaborative way by removing silos and aligning teams to deliver continuous improvements to your CX operations.Making the change to a DevOps methodology within a call center cannot be done overnight. From getting buy-in from departments to...
The ‘Cloud’ has been the number one IT buzzword of the past ten years, proving the concept is no passing fad. It arguably represents the most fundamental adjustment in IT practices in recent years. But what is it, how is it different from an on-premise call center,...
Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality. The risk of embarking on large projects often exposed decision-makers because they...
2020 was clearly a year of unprecedented challenge for Contact Centers throughout the world. These challenges have constituted more than a series of simple operational adjustments. The global pandemic has forced Contact Centers to face head-on the reality of...
When you think of your VoIP service call quality and customer satisfaction, latency may not come to mind. However, the audio experience is a huge part of the overall call quality of your VoIP phone system. When customers complain about dropped calls, choppiness, or...
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...
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