CX Assurance Blog

Posts about cx monitoring

    5 Ways to Fix Inefficiencies with Contact Center Testing in 2024

    In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys, 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response...

    What Customer Experience Monitoring & Theater Have In Common

    On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the ...

    What is Round-Trip Time and How Does it Relate to Network Latency?

    Round-trip time (RTT) is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses with customers because it directly relates to the service quality experienced. RTT can be...

    7 Must-Haves When Choosing Your CX Monitoring Solution

    Choosing a reliable CX testing and monitoring solution for your communication infrastructure is absolutely essential. In fact, without monitoring and solutions that provide a clear picture, it's hard to imagine a functional system that constantly improves.

    The Importance of WebRTC Monitoring for Business

    Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fueled, in part, by the growth in remote work and communications, the use of WebRTC solutions has significantly increased.

    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!”

    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...

    Seeing Around Corners with Customer Experience Monitoring

    I was listening to a Bloomberg technology panel the other day called “Seeing Around Corners.” It was a panel made up of senior technology executives from very large financial institutions, and the discussion was focused on the digital transformation going on in...