The decision to switch your call center technology to the cloud won't be one you'll take lightly. You'll have weighed up the numerous benefits, from massively improved functionality to reliability and accessibility, with everything geared to enabling your employees to...
Contact centers expect a smooth migration as they move to a CCaaS (Contact Center as a Service) solution. Automated validation testing and monitoring is crucial for a successful cloud migration strategy, so it's just as important for resellers to ensure it's part of...
Occam provides AI driven customer experience mapping and validation testing to their customers and to their partners through our experience testing system Razor. Adopting automated validation, User Acceptance Testing and environemnt monitor into your technology set...
If you're migrating to a cloud contact center, you'll want to equip yourself with the tools and technologies to make the transition as smooth and effective as possible. At Occam, we help our clients make the leap by preventing avoidable setbacks through our advanced...
Contact centers, for all their progress over the years, are often still viewed as traditional enterprises – internal stakeholders can sometimes contribute to this perception by clinging on to legacy systems and processes. An ever-increasing number of businesses are...
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 had 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 revealed streams of complaints from customers whose calls were...
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...
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...
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...
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