CX Assurance Blog

Posts about contact center (2)

    The Real Value of VoC Programs

    As a Contact Center manager, you likely already have an established method of trying to understand how you are being perceived by your customers. Whether you have had a Voice of the Customer (VoC) program for quite some time, or you are just starting out, chances...

    Navigating Global Contact Center Challenges: The Need for Testing

    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...

    Understanding & Using Throughput to Improve Contact Center Performance

    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?

    Key Stages in Cloud Contact Center Migration

    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...

    Key Questions When Migrating Your Contact Center to the Cloud

    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.

    How To Strengthen Your Contact Center as a Relationship Hub

    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.

    Continuous Testing Saves Your Brand Time, Money, and Reputation

    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...

    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...