No Contact Center customer likes long hold times. In order to shorten the time that the caller stays on hold in the queue, Cisco has developed a new CVP feature called Courtesy Callback (sometimes referred to as Virtual Hold). With Courtesy Callback, the caller can choose to receive a call [...]
60% – 70%… That is the striking majority of call center costs going to labor and staffing. It is easy to see why today’s leading companies recognize the importance of improving Workforce Management as a means to reduce this burden. CtiPath understands that this process doesn’t have to come at the expense of customer satisfaction. [...]
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 Scrum agile development practices together? […]
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. [...]
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. […]
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 [...]
I was recently looking over an article on “5 KPIs to Evaluate Cloud and Managed Hosting Providers” with a simple question: how does CtiPath’s Cloud Hosted offering measure-up to the KPI’s in that article? Being that this article was written by a respectable engineer/director over at AT&T, my first reaction was to try and puff [...]
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 [...]