Contact Center

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Contact Center

People, Processes, and Technology: The Strength of CtiPath’s Services

Almost twenty years ago in his book Building the New Enterprise, Harris Kern proposed that the difference between IT success and failure lies in three areas: people, processes, and technology. For each sector of the IT market and for each type of service provided, the requirements on people, processes, and technology must change. The requirements [...]

By |2017-02-27T15:14:55+00:00September 17th, 2015|Contact Center, Enterprise Services, Managed Services|

Principles to a Successful Contact Center Practice

During our tenure in the IP telephony and software industries, we have been exposed to many operational models and methodologies for both implementing IPT/Call Center projects and designing related software. We noticed that while some worked very well, others only worked to a certain degree, and most didn’t work very well at all. In all [...]

By |2017-02-27T15:14:37+00:00March 30th, 2015|Business Management, Contact Center, Quality Control|