CX Assurance Blog

Posts about customer experience issues

    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…...

    Remote Working through COVID-19: True Stories of Agile Contact Centers

    2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast. This kind of necessary-yet-difficult pivot resulted in...

    Cyara Debuts NEW Premium Support Services

    Since the start of Cyara, it’s been our goal to deliver the best customer service experience. To achieve it, we’re continuously developing new ways to provide enhanced support services, and over the years, that’s resulted in customer-focused efforts, like:

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    3 Customer Experience Articles for Weekend Reading

    Happy Friday!

    As I approach the end of another busy week, I realize how many tabs I have open in my Chrome window containing content that’s earned a place in the “Ooooo… that sounds interesting! I can’t wait to read that article as soon as I finish…” category...

    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...

    A Reassuring Note About Conducting Business in Turbulent Times

    In the last few weeks, we have witnessed dramatic stock market swings, governmental actions and WHO announcements all related to the expansion of COVID-19 to pandemic status. Needless to say, the turbulence is unsettling to us all. While the reality is that...

    2019 Roundup: Top Customer-Driven Innovations from Cyara

    2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered...

    Disruption -- the Good, the Bad and the Transformative

    Change and disruption are often feared…and for good reason. In fact, 88% of the companies that were on the Fortune 500 in 1955 no longer exist. That is a staggering statistic. Every industry, from healthcare to banking to retail to travel, has been transformed...

    Lessons from a Continuous Testing Rockstar

    Among all the incredible content at Cyara Xchange, perhaps my favorite was Diego Lo Giudice’s keynote on continuous testing. Diego is Vice President and Principal Analyst from Forrester, and an expert in test automation as well as Agile and DevOps. And, fun...