CX Assurance Blog

    Best Practices for Automated Conversational AI Testing in 2024

    For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. In 2023, the dam finally broke. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change...

    How Testing & Training Conversational AI Can Reduce Channel Hopping

    The omnichannel customer experience (CX) is quickly becoming the norm, and consumer expectations are likely to continue rising. According to data from Retail Dive, 88% of Gen Zers expect a mix of digital and physical interactions with brands.

    5 Ways to Fix Inefficiencies with Contact Center Testing in 2024

    In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys, 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response...

    Best Practices for Continuous Performance Testing

    When it comes to customer experience (CX) in the contact center, performance is everything. Whether it’s a dropped call, an extended wait time, or a frustrating handoff across channels, customers will remember these bad experiences.

    Is Your IVR Harming Your EX?

    Why does your contact center use an interactive voice response (IVR) system? For most call centers nowadays, the technology is a given, but it’s worth stepping back to ask why.

    The True Cost of Manual Testing

    Are Invisible Defects Limiting Your Revenue Potential?

    Self-service is key to IVR success. When your IVR system empowers customers to get basic questions answered, submit information, and perform simple tasks without ever speaking to an agent, it’s a boon for your...

    The True Cost of Testing Reactively

    How Proactive, Continuous Testing Can Save You Significantly in the Long Run

    No one has to convince call center executives of the value of achieving a high bar of customer experience. Regardless of your industry, if you’re running a call center, CX is your bread...

    The Critical Role of Incident Management in Contact Centers

    Do You Have the Plan and Tools You Need?

    If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?

    Why Customers Claim to Love Self-Service, but Still Loathe IVRs

    Designing optimal IVR journeys can help you strike a balance between call containment and CX goals

    Organizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first...