CX Assurance Blog

Posts about call center

    Building Trust in Government by Assuring a Flawless Constituent Experience

    “We are experiencing a high call volume and longer wait times on our phone lines. We appreciate your patience and understand you have questions.” 

    Does Your Call Center Have a Plan for Quality Assurance?

    CX Defects and Failures Present Real Risks To Your Business

    In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently.

    But that...

    Overcoming Fear and Loathing of the U.S. Healthcare Open Enrollment Season

    Open enrollment season. These words are enough to create fear and loathing in the hearts of U.S. health insurer employees. Those affected range from vice presidents of contact centers and the customer experience (CX) to the workers who interact with consumers via...

    Finding Your Power to Win: Lessons From Sugar Ray Leonard

    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...

    Why Contact Centers Should Test Bi-Directionally for Voice Quality

    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 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...

    Insights from a CX Expert: Anatomy of a Great Contact Center Experience

    High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received.

    Back in 1990, a Harvard Business School and Bain & Company study...

    The Gift of Happier Customers: Equip Teams to Deliver Exceptional CX

    3 Holiday Wish-Listed Gifts to Give Back to Your Customers... And Your Business | Part 3, Happier Customers

    Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever. According to Zendesk’s most recent trend report...

    The Gift of Peace of Mind: Minimize Risk while Creating Memorable CX

    3 Holiday Wish-Listed Gifts to Give Back to Your Customers... And Your Business | Part 2, Peace of Mind

    In our first part of this blog series, we talked about giving back the gift of time. This week we’re exploring a resource that’s just as precious and can be...