CX Assurance Blog

Posts about contact center

    The Critical Role of Incident Management in Contact Centers

    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?

    Get Your Chatbot GDPR-Ready with Automated Testing

    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...

    Get Your Contact Center Digital Transformation Started with DevOps

    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...

    Keys to Contact Center Success: Meeting Fast-Changing CX Expectations

    What will it take to succeed in the customer experience space in 2022?

    Consumer expectations have been shifting steadily for decades. In the age of Amazon, Netflix and Uber, personalized, on-demand experiences have become the norm. By the end of the 2010s, we were...

    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...

    Cyara Announces Launch of New Automated CX Assurance Solution, LiveVQ!

    “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!”

    4 Reasons IVR Technology is Integral to Your Contact Center

    Interactive Voice Response, or IVR, is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. Callers have the ability to enter responses using the keypad on their phone to either manage...

    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...