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LoadRunner - Agent Script Best Practices

LoadRunner - Agent Script Best Practices

Target Audience: Test Analyst, Test Manager

One of the basic scenarios that require testing is the Inbound Contact Centers (CC). Normally, an Inbound CC would be operated by a number of agents grouped in teams (skill-sets). In this arrangement, one or more supervisors would manage the teams to ensure the target KPIs are achieved.

Open Source solutions for Call Centre performance testing. SIPp: pros and cons

Open Source solutions for Call Centre performance testing. SIPp: pros and cons

Projects always have hidden issues, 100% of the time. Those issues, if left unresolved, can result in major deployment delays, frustrations, impacts on user experience and lost revenues.

Going Live: Plan -> Verify -> Correct

Going Live: Plan -> Verify -> Correct

Whether your contact center is undergoing an upgrade or being built from scratch, the question of efficiency and effectiveness is always very sensitive.

Be Confident that No Technical Issues are in the Way of Your KPIs

Be Confident that No Technical Issues are in the Way of Your KPIs

The true potential of KPIs can only be unlocked when they are used holistically, not just to measure performance, but also to: Track and trend performance over time