In his TED Talk from several years ago, Shawn Achor talks about "The happy secret to better work". He discusses the "Cult of the Average", where outliers are thrown out so that the data "fits". This leads us to [...]
Recently, CtiPath had the pleasure of working with Brightview Window Cleaning and Pressure Washing out of Wake Forest, NC. Brightview is a small business that has plans to grow. But they needed help with their phone system. CtiPath was [...]
CtiPath partners with Executive Office Suites at Lafayette Village! CtiPath is happy to partner with Executive Office Suites at Lafayette Village to offer IT and telephony courses for their tenants. These courses will be focused on how IT and [...]
Courtesy Callback reduces the time callers have to physically wait on hold or in a queue. The feature enables your system to offer callers (who meet your criteria) the option to receive a courtesy call back by the system instead [...]
Your small business needs you... Your time... your attention... your focus. But, how much time does IT and phone distract your from your business every day? Every week? Every month? If it's more than an hour or [...]
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 [...]
