CX Assurance Blog

Days such as Black Friday and Cyber Monday have become synonymous with frantic shopping, huge discounts, and eager deal-seeking customers.

Whenever your customer or agents face poor audio quality, their phone conversations will drag. This causes frustration and fatigue for both parties and can lead to negative experiences. Not only that, but it hampers your call duration and first call resolution...

Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly. 

We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or...

What Makes IVR Performance Testing interesting?

Interactive Voice Response (IVR) systems are typically the first thing that a customer experiences when phoning a contact center. IVRs provide the customer with an initial greeting. They then direct the call based on...

In 1909, London department store owner Harry Selfridge coined the term "The Customer is Always Right" to signify that his store would consistently deliver excellent service to customers. He also believed it would better inspire his employees to provide exceptional...

Customer experience (CX) has always been critical in the financial services industry. According to Forrester, a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of...

Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry,...

Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.