CX Assurance Blog

Posts about call recording

    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…...

    Voice Quality Validation for At-Home Agents

    In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right...

    A New Answer to: How Much Does a SEV1 Cost Your Organization?

    A little while back, Cyara’s Senior Strategic Accounts Director, Kelly Zunker, wrote a post on our blog about how much a SEV1 costs an organization. The piece covered the general definition(s) of a SEV1, or Severity 1 error, presented SEV1 examples, and...

    The Top 4 Reasons To Assure Your Call Recordings

    Across industries, recording calls is essential for many reasons, including regulatory compliance and agent training.

    Call recordings can be used as a tool to ensure the customer experience your agents are providing meets or exceeds customer expectations. 

    For...