About Alan Knox

Alan is the Chief Operating Officer for CtiPath. He oversees CtiPath's Managed Services, Enterprise Services, and Product Development. Alan has been part of the CtiPath team since 2012.

Combining ITIL Framework and Agile Development in a Service Organization

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 [...]

2017-02-27T15:15:19-05:00October 7, 2015|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 [...]

2017-02-27T15:15:13-05:00September 25, 2015|Customer Experience, Managed Services|

The Four Contact Center Practices: Customer Experience, Workforce Experience, Business Relevance, and IT Operations

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. […]

2017-02-27T15:15:07-05:00September 21, 2015|Contact Center, Managed Services|
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