Businesses aren’t migrating their contact center solutions to the cloud for no reason. This move can help you leverage advanced technologies, streamline processes, and provide seamless support across multiple channels. However, effective cloud contact center migration...
The Misconception About Cloud MigrationsRecently, I had an interesting conversation with one of our sales team about a prospective customer. The customer was moving their on-premise contact center to the cloud but felt they didn’t need any testing or monitoring...
What is Customer Experience in Contact Centers?Customer Experience (CX) encompasses the entirety of a customer's interactions with a company's contact center across various communication channels. This includes every touchpoint—from phone calls and emails to live...
System Integrators (SIs), Value-Added Resellers (VARs), and Vendors face the complex challenge of delivering, managing, and supporting customer experience ecosystems that are reliable, scalable, and efficient. Whether it's deploying new platforms, supporting existing...
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...
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...
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...
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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