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, [...]
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 [...]
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. […]
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 [...]
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 [...]
