CX Assurance Blog

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently....

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...

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 of...

Even the most thoroughly tested and optimized CX delivery systems are subject to unexpected failures and degradation, and CX monitoring allows an enterprise to detect these before their customers do. As covered in this Cyara Resources article, CX production...