CX Assurance Blog

Posts about performance testing (6)

    If Your Customer Calls You During Open Enrollment, Will You Answer?

    We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be...

    The Path to DevOps: Building in Quality from the Beginning

    Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail.

    In this first post of a three-part...

    From Planning Ahead to ‘Smoke Tests’ — Top Five Tips for CX Regression Testing

    For CX leaders who are in the trenches day-to-day, you know that paying careful attention upfront in the design stage can make or break the efficacy of your CX testing, and of course, ultimately the success of your CX. I’ve captured some best practices to keep in...

    Voice Quality: A Critical Factor in a Great Customer Experience

    I founded McIntosh & Associates to help businesses improve their customer experience by improving the performance of their contact center. We apply a data-driven approach to identify opportunities for improving contact center performance, and customer satisfaction.

    Can Software Defects Start in the Requirements Phase?

    The fact is, there can be many kinds of defects in software. Organizations are constantly working to minimize those defects. But to minimize any sort of defect most effectively, organizations need to look to the source. Most people think software defects come out...

    Introducing Global In-Country Dialing

    Businesses are increasingly operating in a global economy, and are looking to test and monitor their customer experience in countries around the world. In order to do this effectively and efficiently, you need the ability to dial numbers locally for the purposes...

    Key Insights from CX18

    I love Nashville. Over the years I’ve been to Nashville for three conferences, all at the Opryland Hotel. If you’ve never stayed at the Opryland Hotel, you’re in for a real treat — it’s like being in a terrarium. Enclosed, lush green grounds with winding paths....

    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 of...

    Best Practices in Performance Testing for CX Systems

    At Cyara Xchange 2018 in March, I had the great privilege of hearing a presentation by two experts on performance testing of CX applications: Pete Dhadwar of Royal Bank of Canada and Chandra Golla of Cyara. In this blog post, I will share a few of their pearls of...