Work in a much more collaborative way by removing silos and aligning teams to deliver continuous improvements to your CX operations.Making the change to a DevOps methodology within a call center cannot be done overnight. From getting buy-in from departments to...
A contact center cloud migration will have you juggling many moving parts. You have an existing tech stack (okay, so that part might not move so much) to consolidate, stakeholders to reassure, and, above all, customers to keep happy. Minimal disruption to service is...
The need for consistent, high-quality customer service across various communication channels and evolving technologies is prompting contact centers with on-premise hardware to move to the cloud. As consumers’ expectations are constantly rising, delivering an...
When delivering a successful migration for your cloud-based contact center clients, part of your role as a value-added reseller or systems integrator will be to check all functionalities of the CX environment. It's up to you to ensure that the client's specifications...
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...
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...
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,...
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