Cyara Blog

Operational Customer Experience: The Business Impact of Improving OCX Infographic

In the previous blog post in this series, we broke down a Frost & Sullivan survey of contact centers around the world and examined the kinds of obstacles that affect Operational Customer Experience (OCX). In the first post of the series, we looked at how OCX impacts customer satisfaction.

In this final post, we take a look at the business impact of improving your customer experience at an operational level.

 (Click to download the infographic)

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The 5 Stages of Customer Experience Maturity

Customer experience: some enterprises excel at it, some do a good job, and others are still working at it. But at this point, the vast majority of enterprises know that offering good CX can be the difference between keeping and losing a customer.

Over the last decade of working with the world's leading brands, we've identified 5 key stages of CX maturity. We've seen enterprises at all stages on the CX Maturity Continuum below.

Those in the first two stages are typically remediating issues with their CX or starting to enhance it. Moving to the right, efforts to add and optimize channels also represent enhancement as well as innovation and disruption. The ultimate aim for any enterprise should be to innovate and disrupt, and be "Raising the Bar". 

The CX Maturity Continuum

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Guest Post by Forty 7 Ronin: 3 Key Takeaways on IVR Testing and Performance

We recently teamed up with Cyara, a leading provider of customer experience (CX) assurance solutions, to host a joint webinar titled CX Assurance at the Speed of Innovation.

The purpose? To share our insights on how to deliver a powerful customer experience through IVRs and multi-channel innovation. You can check out the webinar in its entirety here, but we’ve broken it down into three key takeaways you can use to begin fine-tuning your customer experience right away. Let’s take a look.

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The Top 4 Reasons To Assure Your Call Recordings

Across industries, recording calls is essential for many reasons, including regulatory compliance and agent training.

Call recordings can be used as a tool to ensure the customer experience your agents are providing meets or exceeds customer expectations. 

For financial institutions in particular, having call recordings available can avoid steep regulatory fines and legal consequences. 

And in any industry, it's difficult to legally resolve a transaction dispute without the full, intelligible version of the recordings.

With so much at stake, it's no wonder that many enterprises are looking for additional levels of assurance that their call recording systems are working they way they should be.

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