CX Assurance Blog

A Little Empathy Goes a Long Way

Chatbots have come a long way. Usage of this technology, which once handled only a small portion of customer interactions, is growing at a rate of 22.5% per year. And, while bots could only manage 20% of customer chats from start...

How Proactive, Continuous Testing Can Save You Significantly in the Long Run

No one has to convince call center executives of the value of achieving a high bar of customer experience. Regardless of your industry, if you’re running a call center, CX is your bread...

An Invaluable Partnership for CX Assurance in the Cloud Migration Journey

At Cyara, partnerships have always been central to our business model. Customer experience (CX) assurance is multifaceted, and you need a whole lot of gears turning together in sync to...

“We are experiencing a high call volume and longer wait times on our phone lines. We appreciate your patience and understand you have questions.” 

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...

CX Defects and Failures Present Real Risks To Your Business

In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently.

But that...

Open enrollment season. These words are enough to create fear and loathing in the hearts of U.S. health insurer employees. Those affected range from vice presidents of contact centers and the customer experience (CX) to the workers who interact with consumers via...

Whether you started your digital transformation to support working at home during COVID-19, to improve customer experience, or to more quickly adapt to the market, there is no doubt this path can be difficult and confusing at times. It often feels like you are...

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals

Organizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first...