Managed Services

/Managed Services

Managed Services and the Contact Center Customer Experience

There are four practices of the modern contact center: Customer Experience, Workforce Experience, Business Intelligence, and IT Operations. Every contact center is concerned with Customer Experience – or, at least, every contact center SAYS that it is concerned with customer experience. But real concern for customer experience goes beyond self-service menus and call surveys. [...]

By |2017-02-27T15:15:13-04:00September 25th, 2015|Customer Experience, Managed Services|

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 |2017-02-27T15:14:55-04:00September 17th, 2015|Contact Center, Enterprise Services, Managed Services|