CX Assurance Blog

The days of physical, centralized contact centers are quickly passing away. As more enterprises embrace the need for full-scale digital transformation, the cloud is becoming the center of business operations.

The world changed quickly for many businesses in 2020. In company after company, it felt like a decade of organizational change happened in just a few months. Those titanic shifts were heaviest in one particular area: digital transformation (DX).

What seemed like...

As IT departments globally prepare to deliver peak assurance programs to senior management and businesses, it’s a good time to consider what we have to expect ahead. Forbes published an article to advise that around $75 billion is lost every year on poor customer...

Technology has opened doors for businesses that we would never have dreamed possible a few decades ago. The post-COVID world looks to be increasingly cloud-based. Companies are more driven by data insights than ever. And the ability to monitor and refine the...

The principles that drive success are universal. Whether you strive for greatness as an athlete or in your business, it takes discipline, determination, and a certain amount of fearlessness to achieve your goals.Boxing legend Sugar Ray Leonard knows something...

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high...

“Hey Honey… Do you think you could wait until the end of my workday to finish that episode of The Real Housewives of Toledo? I’ve got sales to close, and for the life of me I can’t hear my customers ‘cause you’re using up the bandwidth!”

This article was originally published on Botium’s blog on October 11, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium

Testing is essential for the delivery and monitoring of every element of the customer service delivery system. The IVR, a key component of that system, is no exception. Even the most basic customer inputs can lead to problems down the road if there is just one...