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...
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