CX Assurance Blog

    What is an IVR?

    “To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system. This customer service solution has been around for decades — first as pre-recordings now typically as software —...

    Getting Started with Cyara: A Story About Moving from Manual to Automated Testing in the Contact Center

    As an Engineering Manager with responsibilities of development, testing, and execution of contact center applications, I can tell you that my organization has long been seeking ways to add efficiency, enhance performance, and reduce effort. Essentially, we have...

    Why Moving Your Contact Center to the Cloud is More Important than Ever

    Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19.

    Voice Quality Validation for At-Home Agents

    In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right...

    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...

    Guest Post by Martin Hill-Wilson: How I See Cyara's Value in a CX World of Constant Iteration

    I arrived at the Cyara Xchange Roadshow in Manchester with excitement. Having been briefed on the brand’s focus and expertise, I was looking forward to hearing more. It seemed to perfectly dovetail with what I’ve have been seeing in contact centres: a place...

    Guest Post by blackchair: How to Mitigate Unplanned Work

    Today, a client of mine cancelled their meeting with me five minutes before we were about to start. Having meetings cancelled on you is a fact of life when you’re selling software. But I always find the reasons why they have cancelled the meetings interesting.

    Guest Post by Forty 7 Ronin: 3 Key Takeaways on IVR Testing and Performance

    We recently teamed up with Cyara, a leading provider of customer experience (CX) assurance solutions, to host a joint webinar titled CX Assurance at the Speed of Innovation.

    The purpose? To share our insights on how to deliver a powerful customer experience...