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...