CX Assurance Blog

Posts about NPS

    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!”

    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...

    Does Your Business Have "CX Appeal?"

    Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations?

    Customer experience (CX) (...what did you think...

    Achieving Alignment in the CX Development Cycle

    In our work with Cyara customers, the Domain Consulting team has found that many organizations are struggling with maintaining alignment between and within their business and IT teams while working to increase the speed of their deployments. This point was...

    How Much Does a SEV1 Cost Your Organization?

    Note: Since this is one of our most popular blog posts, we've written a new one on this subject, complete with a more specific way to quantify how costly SEV1 errors can be for contact centers. Start here and read this post, then follow the link at the bottom...

    Highlights from Xchange 2018

    Our Xchange 2018 conference was a momentous occasion for us as a company, as well as for me personally. This was something I envisioned twelve years ago, so it was with both pride and humility that I took the stage to address our customers and partners. Even...

    Embracing Agility at Anthem, Airbnb, and Capital Group

    A couple of weeks ago, we were honored to host our inaugural Cyara Xchange conference up in San Francisco. It was such an energizing event where everyone was sharing best practices and war stories from the CX trenches. One of the highlights for me from the...

    Are Your CX KPIs Crystal Balls or Rear-View Mirrors?

    Can you measure CX real-time, in the moment? Are you confident that you have an objective measure of your CX? Can you benchmark your CX with your competitors?

    In my experience, the answer for most organizations is “No.”

    Organizations find themselves anxiously...

    Getting Business and IT to Work from the Same CX Agenda

    In our work with Cyara customers, the Domain Consulting team has found many examples of organizations approaching software development the same way: with the business side dictating their requirements to the technology side. But I believe that to encourage...