CX Assurance Blog

Posts about proactive monitoring

    Navigating the Customer Journey: Why Every Step is Important

    Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly. 

    Continuous Testing: A Software Development Recipe for Success!

    I love to cook. And a lot of my passion has to do with the science behind it, the process, and the rhythm that - when you get right - results in an explosion of flavor that makes you exclaim “Mmmmmm!” and go back for more. And as odd as it may seem, there’s a lot...

    Introducing Intelligent Insights Reports

    Comprehensiveness and Completeness in the Reporting of your Telecom Infrastructure.

    There are two very important aspects to consider when it comes to the reporting of your telecom infrastructure: comprehensiveness and completeness.

    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....

    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...

    If You Want to Win the Customer Experience Race, Take off Your Blinkers

    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.

    Delivering Great CX from Your Side of the Wall

    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,...