Archive

Six Core Values to Build a Great Customer Experience

‘Customer Experience is today’s business benchmark,’ according to a blog post by Martin Zwilling published earlier this year on Forbes.com. In this post, Zwilling asks, “What is that customer experience that every modern marketer is talking about, and how do you measure it?” An equally weighty question that I often ask is, “how do you […]

Quit Rolling the Dice; Monitor Your Customer Experience

As the demographics of consumers change and the market becomes more global, the number of face‐to‐face interactions with customers is decreasing or, in many cases, disappearing altogether. Companies now rely heavily, and sometimes exclusively, on technology to support customer interactions. If those interactions are not satisfying to the customer, they will switch, and in some […]

Measure, Compare and Monitor Voice Quality for a Better Customer Experience

How serious are you about the customer experience? No – really how serious are you? James Allen from the Harvard Business School found that although 80% of businesses state that they offer a great customer experience, only about 8% of customers feel the same about their experience. You can have the greatest product or most […]

Three Ingredients for Lasting CX Improvement

It’s a typical Sunday evening, and I am channel surfing the 500 or so US cable stations. I am a food show junkie, and Bar Rescue on SPIKE catches my eye. This show is typically about a failing bar, and the bar owner, who has no vision for how to get out of debt and […]

Cyara’s Response to the POODLE Vulnerability

The “New Normal” seems to be an ever-increasing number of security breaches or cyber attacks. This blog addresses the POODLE (Padding Oracle On Downloaded Legacy Encryption) vulnerability that surfaced last month. The purpose of the blog is to help you understand this vulnerability and to let you know how Cyara has responded. What is POODLE? […]

What is the GNU Bash Vulnerability?

Ensuring the security of our software against external vulnerability is a primary concern for Cyara.  Unfortunately in today’s world, the threat of bugs and security breaches is all too common. Over the past few days you may have heard about the Bash Shellshock Command Injection Vulnerability. This is a critical vulnerability that has been reported in […]

Cyara Customer Satisfaction – Heading Off Issues Before They Arise

The goal as a company is to have customer service that is not just the best but legendary. ~ Sam Walton I liken the customer support role to the job of a fireman or security guard, constantly at the ready to help people when things don’t go as planned.  And as a result, it is very […]

Living by The Red Queen’s Rules

Even though he wrote in the mid-19th century, Lewis Carroll clearly foresaw the impact of the age of agile programming would have on today’s IT departments and contact center operations. In Alice in Wonderland’s famous episode called “The Red Queen’s Race,” Alice, after expressing an interest in taking a path to a distant field to see a chess […]

Heartbleed Bug: should I be worried?

Even if you’re not an active IT professional, you’ve probably heard about the Heartbleed bug, which affects the OpenSSL framework used by many internet sites to provide secure communication. There are myriad news sites and articles available that can guide you through a review to safeguard any personal data you access through the internet. Here at Cyara […]