CX Assurance Blog

As transactions increasingly shift from physical, ‘bricks and mortar’ stores to online environments, the contact center agent often becomes the first person a customer interacts with. They serve as an essential bridge connecting customers and brands, and play a...

Endurance testing. Load testing. Scalability testing. Spike Testing. Stress… smoke… volume… Testing, testing, testing! Are all these performance testing types testing your patience? Do you have questions about what they are, when to use them, and how?

Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. According to CX Today, the CCaaS (Contact Center as a Service) space will grow to $19.8 billion...

Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.

Relationships have always been critical for contact centers. Even in the shortest and simplest calls, that momentary connection between agent and customer can determine the long-range trajectory of the relationship.

Software defects will occur, it’s just a fact of life. The key is to find and fix them as early in the development process as possible, so they don't cause problems for the customer experience (CX) later on. With a thorough and continuous approach to performance...

Do You Have the Plan and Tools You Need?

If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?

From the corner office to a customer service agent’s cubicle, one word is filling the airwaves: chatbots. Chatbots are at the top of the wish list for European leaders as varied as chief digital officers, vice presidents of mobile and web capabilities, and...

Follow this Step-by-Step Process for Becoming More Agile

Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years. As the...