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...
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...
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