What is Professional Service? Professional service is a term used to describe a service that is provided by trained and experienced professionals. This type of service is characterized by a high level of expertise and professionalism, and is often [...]
What is High Touch Service? High touch service is a term used to describe a service that involves a high level of personal interaction and attention. This type of service is typically characterized by a focus on building strong, [...]
What is Relational Service? Relational service involves building and maintaining strong, personal relationships with customers. This type of service often involves a high level of personal interaction and attention, and is focused on creating a positive and meaningful connection [...]
Every Managed Services Provider claims to help their customers. But, how can you tell which ones to trust? Start by looking at real results from real customers. Here are the results from just one of CtiPath's Managed Services customers: [...]
A contact center engineer's worst nightmare Imagine that you are a network engineer responsible for your company's on-prem contact center. You are getting reports that "the contact center is down"! But, all the lights on the Network Monitoring System [...]
ITIL is a service lifecycle framework that defines certain roles and processes within a service organization. An agile development model (such as Scrum) is based on multiple teams working together interdependently. Can an organization use the ITIL service framework and [...]
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 [...]
Within a contact center, there are four domains; we call them “practices.” Those four practices are Customer Experience, Workforce Experience, Business Relevance, and IT Operations. […]
