CX Assurance Blog

    What is an IVR?

    “To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system. This customer service solution has been around for decades — first as pre-recordings now typically as software —...

    Wellness and Productivity are Often at Odds in High-Stress Industries

    Stress is a way of life for many of us, particularly individuals who are highly driven, passionate and eager to work hard to set themselves apart in their chosen field. We thrive on pressure and love a new challenge or an impossible deadline. The technical term...

    Does Your Business Have "CX Appeal?"

    Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations?

    Customer experience (CX) (...what did you think...

    With CX, Standing Still Means Falling Behind

    Customer experience is a moving target. What a customer expects from your business is not only based on their past experiences with you, but also on experiences they’ve had with other businesses in general. As a society, the bar is raised on CX as soon as...

    Reap the Benefits of Working Smarter, Not Harder

    The idea of working “smarter” rather than harder is not a new one—in fact, it has become so entrenched in our consumer-focused culture that virtually every new gadget on the market comes complete with its own promise of saving the buyer time and effort.

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    The Gift of Happier Customers: Equip Teams to Deliver Exceptional CX

    3 Holiday Wish-Listed Gifts to Give Back to Your Customers... And Your Business | Part 3, Happier Customers

    Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever. According to Zendesk’s most recent trend...

    The Gift of Peace of Mind: Minimize Risk while Creating Memorable CX

    3 Holiday Wish-Listed Gifts to Give Back to Your Customers... And Your Business | Part 2, Peace of Mind

    In our first part of this blog series, we talked about giving back the gift of time. This week we’re exploring a resource that’s just as precious and can be...

    The Gift of Time: Give More to Your Customers, and Keep More for Your Organization

    3 Holiday Wish-Listed Gifts to Give Back to Your Customers... and Your Business | Part 1, the Gift of Time: Give More to Your Customers, and Keep More for Your Organization

    Time is the one resource we never seem to have enough of, and it’s the hardest to come...

    Crisis Averted: Our Favorite Retail Catastrophes that Never Happened

    Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less (46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) and worrying...