Tips, Expertise, Articles and Advice from the Pro's for Your Website or Blog to Succeed
Managing a call center well requires a lot of careful decision-making and even more data to back it up. At the same time, though, it can be extremely difficult to know which KPIs and metrics matter the most to your specific business. There are three types of call center reports […]
The post 3 Types of Call Center Reporting and Which Is Right for You appeared first on .
Call simulators can be nice tools when you want to provide supplemental training and practice for your agents, but they can’t replace the hands-on experience they’d get from dealing with real customers. In other words, call simulators work, but they’re not very practical for training purposes—especially in the long term. […]
The post Will a Call Simulator Help Your Agent Training? Not Really appeared first on .
If you’re getting unwanted calls from people and numbers you don’t recognize or wish to hear from, call blocking is the answer you’ve been waiting for. Whether it’s relentless spam, overzealous agents, persistent recruiters, or someone from your personal life, call blocking can put a stop to all of it—and […]
The post Call Blocking Done Right (The First Time) appeared first on .
Data makes the world go round, but without proper context, it can only tell a small part of the story. At a call center, for example, the average time that agents spend on calls tells you very little about the success of those calls. If the calls are super short, […]
The post What Your Average Call Duration Says About Your Team appeared first on .
A cloud IVR (interactive voice response) system is a call center solution that combines automated voice prompts with integrated features like payment systems and access to live agents. As cloud computing has moved from niche to mainstream, most IVR operations have followed suit by migrating from on-premises to cloud-based solutions. […]
The post 10 Signs to Know You’re Ready for Cloud IVR (+How to Use It) appeared first on .
Companies that do business in the native language of their customer build better customer relationships. Although this may seem fairly obvious, it's easier said than done.
After all, when your customer base is spread around the world, how do you scale your customer service?
DevOps is a mix of Development and Operations that combines people from a distributed stack and tools used to create efficient applications with the development process to enable faster delivery of quality products.
By bringing together the people, tools, and processes, DevOps enables rapid development and delivery with a scope of incremental features added to the product.
Data science notebooks, a popular document format used for publishing code, results, and explanations in readable and executable form, broke new ground by combining an ongoing narrative with interactive elements and displays. The result was a new way to capture and transfer knowledge about the process of discovering insights. By studying why data science notebooks have worked so well, we can understand more about related areas with similar characteristics, such as Technology Operations (TechOps).
At first glance, many of the attributes of data science notebooks also apply to TechOps. However, the data scientist and TechOps cohort have different objectives. A data scientist is interested in variable results based on changing elements within queries. A TechOps team responsible for complex operational systems looks for variables and patterns, seeks to understand the root cause, and takes corrective action. Data science notebooks are conducive to instruction and are easy to change. However, in a production operations setting, things need to be repeatable rather than variable. To align with the different user needs in TechOps, the notebook concept evolved into runbooks.
It's time we recognize that the way we build digital products is broken. That's because the products we use today represent the people who build them more than the people who use them.
There is a digital divide between the experiences of people with disabilities and people who are able-bodied. Bridging this divide is about more than compliance or checking a box.
This is a new series of articles covering short "Today I Learned" topics as I peel the layers of CockroachDB. This is meant to resemble release notes. I decided to mix it up with the format for these posts as they may not justify an entire blog. Link here for past articles.
I get this question a lot: "What is the best way to unit test CockroachDB as part of application development?" Depending on the use case, there are several approaches we can take. There is a venerable [cockroach demo](https://www.cockroachlabs.com/docs/stable/cockroach-demo.html), which has been my trusty go-to tool when I needed something in a hurry. It comes with a one-hour license for enterprise features, which you can also unit test, but it also comes with certain limitations. For example, there is reported latency at table creation, ports until recently were random and not configurable, and by default it loads data which you can also overcome with a flag. The goal for cockroach demo is to quickly spin up a working environment for demo purposes and not necessarily something designed for unit testing.
There’s no one-size-fits-all approach regarding application monitoring, especially for companies using applications in various cloud environments. Companies are rapidly investing in microservices, mobile apps, data science programs, data ops, etc. Subsequently, they’re also integrating monitoring tools to improve domain-centric monitoring abilities.
AIOps tools help streamline the use of monitoring applications. It allows companies that need high application services to efficiently manage the complexities of IT workflows and monitoring tools. AIOps extends machine learning and automation abilities to IT operations. These robust technologies aim to detect vulnerabilities and issues to resolve them, determine operational trends, and simplify the remediation of the problems that affect their applications’ performance and availability.
The nature of always-on services requires a continuous response from agile and DevOps teams. These teams need to think beyond reacting to a single incident and align the team structure, values, and tools to ensure that operational excellence becomes a core competency.
Today’s users expect modern services to be always-on and always available. Downtime can be detrimental, causing damage to reputation and bottom line, with the average costs of downtime as high as $9,000 per minute.
With great power comes great responsibility.
More and more organisations are moving towards a DevOps based organisational model, putting more and more responsibility into the hands of the teams delivering software. As part of that change - and the need due to the markets moving faster and faster - more and more organisations are investing into means to release more milestones into production faster. Therefore one of the main goals within these organisations is to automate, audit, secure and ensure correct repeatability of actions.
The priority queue is a somewhat similar data structure to the queue. The difference lies in how the elements are being processed:
In a priority queue, the elements are being removed from the queue based on their priority. This translates to the requirement that:
Today was the launch of this new workshop, focused on creating real DevOps heroes by sharing a brand new (for most) tool for their toolboxes at DevOps Days Raleigh.
Whether you're a developer or and operations-minded person, it's always nice to have a powerful selection of tooling to choose from when tackling the various problems in your daily work.
No doubt you have heard that software is eating the world and possibly even that developers are the new kingmakers. If all this is true, then there is a lot of responsibility that now rests with developers (for people practicing DevOps, this is also self-evident). Even before the rise of DevOps, developers were effectively entrusted with a lot of responsibility for the success of the business. Millions of dollars, or in some cases even lives, could be at stake.
Surely you have heard that with great power comes great responsibility? The flip side of this “new kingmaker” capability is that now (a lot) more is expected of developers.
“We were able to go from 48 Cassandra instances to three Neo4j instances. Going into the project, we weren’t sure whether that was going to be possible,” said David Fox, Software Engineer at Adobe.
Adobe runs Behance, a social network where digital artists share portfolios, learn from one another, and showcase their work. The activity feed is a key feature of the site and part of the home page. When long-time Neo4j community member David Fox joined Adobe, he saw how a graph database could make this feature sing.