CtiPath Introduces LightRep Suite of Services for Small/Medium Businesses

2021-11-30T12:09:34-05:00October 28, 2021|Small Business|

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, [...]

Combining ITIL Framework and Agile Development in a Service Organization

2017-02-27T15:15:19-05:00October 7, 2015|Managed Services|

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 [...]

Managed Services and the Contact Center Customer Experience

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

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 [...]

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

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

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. […]

Principles to a Successful Contact Center Practice

2017-02-27T15:14:37-05:00March 30, 2015|Business Management, Contact Center, Quality Control|

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 [...]

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