CX Assurance Blog

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high...

“Hey Honey… Do you think you could wait until the end of my workday to finish that episode of The Real Housewives of Toledo? I’ve got sales to close, and for the life of me I can’t hear my customers ‘cause you’re using up the bandwidth!”

Testing is essential for the delivery and monitoring of every element of the customer service delivery system. The IVR, a key component of that system, is no exception. Even the most basic customer inputs can lead to problems down the road if there is just one...

Global CX Day is October 5th! Cyara is proud to celebrate this unique holiday within our industry by recognizing individuals, companies, and organizations that work diligently to ensure quality customer experience to their audiences.

Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated.

With mental health issues on the rise, it’s important to also increase mental health awareness efforts. According to the World Health Organization (WHO), an estimated 264 million people globally are affected by depression. Meaning we likely all know someone...

Interactive Voice Response, or IVR, is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. Callers have the ability to enter responses using the keypad on their phone to either manage...

All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests.

Today, we're sharing a few details about types of load testing because, as...

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company…...