CX Assurance Blog

    Did You Say Millions or Billions? The Impact Poor Voice Quality Can Have On Your Contact Center Bottom Line

    Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result. Can you...

    Seeing Around Corners with Customer Experience Monitoring

    I was listening to a Bloomberg technology panel the other day called “Seeing Around Corners.” It was a panel made up of senior technology executives from very large financial institutions, and the discussion was focused on the digital transformation going on in...

    Is Your IVR Dying a Death by a Thousand Papercuts?

    Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather...

    Show Me the Money – Delivering Results in IVR Testing

    You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money.  He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. ...

    If Your Customer Calls You During Open Enrollment, Will You Answer?

    We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be...

    Can Software Defects Start in the Requirements Phase?

    The fact is, there can be many kinds of defects in software. Organizations are constantly working to minimize those defects. But to minimize any sort of defect most effectively, organizations need to look to the source. Most people think software defects come...

    How Much Does a SEV1 Cost Your Organization?

    Note: Since this is one of our most popular blog posts, we've written a new one on this subject, complete with a more specific way to quantify how costly SEV1 errors can be for contact centers. Start here and read this post, then follow the link at the bottom...

    What Are You Testing—Everything, or Just What You Have Time For?

    When it comes to testing IVR development projects, most companies that are testing manually will answer the latter. The amount of work required for manually testing IVR applications can vary greatly depending on the complexity of the IVR. And, there are other...

    How Much Does a SEV1 Cost Your Organization?

    The answer is, it depends. The cost of a SEV1 depends on many factors including when the error is discovered and how difficult it is to diagnose and repair. But first, what is a SEV1?