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 [...]
Your business is your baby You've built it from the ground up with plenty of blood, sweat, tears, and... money. No one cares for your business as much as you do. But lately, as the business has grown, the [...]
CtiPath has designed the LightRep Suite of Services tailored specifically for small/medium businesses who recognize they need assistance traversing the rapidly changing IT and telephony landscape. Small/medium business customers engage in many different methods: phone, text, webchat, social media, [...]
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. […]
