OUR LATEST ARTICLES
5 Ways the Agent Readiness Test Boosts Support Team Performance

5 Ways the Agent Readiness Test Boosts Support Team Performance

Discover five concrete ways Operata’s Agent Readiness Test enhances support team productivity, reduces escalations, and elevates customer satisfaction before every interaction.

Article by 
Operata
Published in 
Product
What is Agent Readiness Test

What is Agent Readiness Test

Discover how Agent Readiness Tests deliver quick, automated checks to ensure a 5-star Agent Experience before every customer interaction. Learn how Operata’s solution helps contact centers prevent issues before they impact CX.

Article by 
Operata
Published in 
Product
Understanding and Resolving WebRTC Issues

Understanding and Resolving WebRTC Issues

WebRTC powers browser-based voice in cloud contact centers however, it's sensitive to latency, jitter and packet loss, causing softphone failures. Discover the issues and how real-time monitoring, provided by CX Observability, helps identify and address root causes to prevent disruptions.

Article by 
Andy Scott
Published in 
How CPU Overload Silently Breaks Agent Productivity in Cloud Contact Centres

How CPU Overload Silently Breaks Agent Productivity in Cloud Contact Centres

What I Learned at Operata This Week ~ By Luke Jamieson

Article by 
Luke Jamieson
How a simple Chrome update silenced Amazon Connect

How a simple Chrome update silenced Amazon Connect

“Nothing is permanent except change” ~ Heraclitus

Article by 
Luke Jamieson
Published in 
News
The Success of Hybrid Agents Hinges on Technology

The Success of Hybrid Agents Hinges on Technology

Hybrid work or flexible work is likely here to stay, but many contact centers still struggle to support remote agents effectively. From unstable home networks to inconsistent tools, technology plays a critical role in whether agents succeed or fail. This article explores why CX observability is essential to delivering consistent, high-quality service in hybrid contact centers.

Article by 
Luke Jamieson
Published in 
Agent Experience