CX Assurance Blog

Posts about virtual agent

    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…...

    Work From Home Tips - Part 3

    It's Friday! And, boy, it's been a long week. On Monday I posted tips for quickly setting up a home-office, followed by a post on Wednesday with some advice for secondary things that may make your mandatory work-from-home status a little easier. Today, I'm...

    Work From Home Tips - Part 2

    On Monday I shared the first of three blog posts I put together on the fly with tips for initial set-up of your home-office that you may have had to move to through a mandatory work-from-home order, which many business are - understandably - enforcing at this...

    Work From Home Tips - Part 1

    Right now, there are so many great examples of fantastic, humanitarian efforts getting organized to counter-act the social and economic effects of COVID-19, like free educational services, temporary halts on things like evictions and utilities shut-offs due to...

    A Reassuring Note About Conducting Business in Turbulent Times

    In the last few weeks, we have witnessed dramatic stock market swings, governmental actions and WHO announcements all related to the expansion of COVID-19 to pandemic status. Needless to say, the turbulence is unsettling to us all. While the reality is that...

    Are Calls Getting to the Right Agent in your Contact Center?

    A long-time Cyara customer in the insurance industry recently faced the challenge of ensuring that the calls placed to their complex, geographically distributed contact centers were being routed to the right agent in the right state. Cyara's professional...