AI has significantly affected most industries. Over the past 25 years, contact 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 contact center to continually deliver a high-quality customer experience (CX). This is where essential functions...
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 Razor Testing platform support DevOps teams in delivering continuous...
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 implementing a robust stress test schedule, you can have the peace of mind that your technology will be up to the job....
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 contact 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...
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 infrastructure you manage. Some days, your direct line may ring just as often as the...
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 why...
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...
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