CX Assurance Blog

Posts about contact center

    Emerging Software Testing Trends: What Contact Centers Can Expect In 2024

    The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022,it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

    Mastering Peak Shopping Days Like Black Friday

    Days such as Black Friday and Cyber Monday have become synonymous with frantic shopping, huge discounts, and eager deal-seeking customers.

    What is PESQ?

    Whenever your customer or agents face poor audio quality, their phone conversations will drag. This causes frustration and fatigue for both parties and can lead to negative experiences. Not only that, but it hampers your call duration and first call resolution...

    Navigating the Customer Journey: Why Every Step is Important

    Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly. 

    The Beginner’s Guide to Voice Quality Testing

    We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or...

    The Importance of IVR Performance Testing in Contact Centers

    What Makes IVR Performance Testing interesting?

    Interactive Voice Response (IVR) systems are typically the first thing that a customer experiences when phoning a contact center. IVRs provide the customer with an initial greeting. They then direct the call based on...

    Harmonizing Customer and Employee Insights

    In 1909, London department store owner Harry Selfridge coined the term "The Customer is Always Right" to signify that his store would consistently deliver excellent service to customers. He also believed it would better inspire his employees to provide exceptional...

    Mastering Complaint Management from Customer Feedback

    Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry,...

    Open Enrollment Success: Contact Center Preparedness and Automation

    Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.