CX Assurance Blog

“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!”

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....

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...

Did you watch the Kentucky Derby earlier this month? Millions of people, even if they aren’t horse racing fans, tune in every year for this Triple Crown race. We love the tradition, the pageantry and the big payoff, if we put our money on the right horse.

There’s a wall in your contact center. It’s the wall that separates you from your telephony vendor. It’s not a physical wall, but you can’t see through it. And, to your customers, any problem they have with their call not getting through is YOUR problem,...