5 Tips to Get More from Your VoC Program

Today, businesses must gather, analyze, and interpret details about their customer experience (CX) in realtime and then adapt their practices to effect positive change. The faster they can do this, the better, as this demonstrates the priority and effort made to...

How Chatbots Are Transforming Healthcare (And How Testing Can Help)

Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery. 

The Evolving Landscape of AI, Chatbots and LLMs

In late July 2023, at the Unparsed Conference, Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry,...

Using Customer Feedback To Empower Frontline Agents

With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to...

Navigating Global Contact Center Challenges: The Need for Testing

As transactions increasingly shift from physical, ‘bricks and mortar’ stores to online environments, the contact center agent often becomes the first person a customer interacts with. They serve as an essential bridge connecting customers and brands, and play a...

Don’t Just Collect Customer Feedback, Act On It

Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

Continuous Testing: A Software Development Recipe for Success!

I love to cook. And a lot of my passion has to do with the science behind it, the process, and the rhythm that - when you get right - results in an explosion of flavor that makes you exclaim “Mmmmmm!” and go back for more. And as odd as it may seem, there’s a lot...

VoC Platforms Give Employees a Voice Too

As the first person customers often speak to, frontline staff in contact centers engage with customers in every kind of mood – happy, frustrated or even just plain angry. 

How to Perform Phone Number Testing

International toll and toll-free phone number testing is crucial to protect one of your key customer contact channels. Businesses today rely on multiple contact channels to give customers options, and to provide a level of self-service.