CX Assurance Blog

Posts about Test Automation

    Open Enrollment Success: Contact Center Preparedness and Automation

    Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.

    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...

    Mastering IVR Testing, Part 2: 9 Best Practices for IVR Testing

    When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio, while 79% of contact center managers think their teams are...

    5 Key Elements of Continuous Testing, the “Traffic Circle” of a CX Dev Cycle

    Have you ever marveled at the smooth, efficient way that traffic flows around a traffic circle (also known as a roundabout or a rotary)? Instead of intersections with traffic lights where vehicles approaching a centralized location from various directions are...

    How Mature Is Your Test Automation Program?

    Defining Progress Toward Your CX Assurance and Automation Goals

    For customer relationships in a growing number of companies, digital is the new normal. According to Foundry’s “2021 Digital Business” study, 91% of businesses have adopted, or plan to adopt, a...

    The True Cost of Manual Testing

    Are Invisible Defects Limiting Your Revenue Potential?

    Self-service is key to IVR success. When your IVR system empowers customers to get basic questions answered, submit information, and perform simple tasks without ever speaking to an agent, it’s a boon for your...

    The True Cost of Testing Reactively

    How Proactive, Continuous Testing Can Save You Significantly in the Long Run

    No one has to convince call center executives of the value of achieving a high bar of customer experience. Regardless of your industry, if you’re running a call center, CX is your bread...

    Cyara and Genesys Reach Another Milestone

    An Invaluable Partnership for CX Assurance in the Cloud Migration Journey

    At Cyara, partnerships have always been central to our business model. Customer experience (CX) assurance is multifaceted, and you need a whole lot of gears turning together in sync to...

    Building Trust in Government by Assuring a Flawless Constituent Experience

    “We are experiencing a high call volume and longer wait times on our phone lines. We appreciate your patience and understand you have questions.”