Work in a much more collaborative way by removing silos and aligning teams to deliver continuous improvements to your CX operations. Making the change to a DevOps methodology within a call center cannot be done overnight. From getting buy-in from departments to...
The ‘Cloud’ is surely the number one IT buzzword of the past ten years. But of course, the concept is no passing fad. The cloud represents arguably the most fundamental adjustment in IT practices in recent years. But what is it, and what does a cloud-based contact...
Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality. The risk of embarking on large projects often exposed decision-makers because they...
2020 was clearly a year of unprecedented challenge for Contact Centers throughout the world. These challenges have constituted more than a series of simple operational adjustments. The global pandemic has forced Contact Centers to face head-on the reality of...
When you consider the call quality and customer satisfaction of your calls, the term latency may not come to mind. However, a huge part of your VoIP phone system’s overall call quality is the audio experience. When customers complain about dropped calls,...
Occam provides AI driven customer experience mapping and validation testing to their customers and to their partners through our experience testing system (ETS). Adopting automated validation and monitoring into your technology set ensures that you are perfectly...
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