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Archives for 2015

Building the CX Framework for a New Business Model

August 18, 2015 by Cyara Admin

Business ModelLearn how Cyara helps enable significant changes to our customer’s business models and improve the customer experience.

Filed Under: Customer Experience, CX Assurance Blog

Is Your Auto Attendant Driving Away Potential Customers?

July 9, 2015 by Cyara Admin

A recent research report by Daniel Harris, Market Research Associate at Software Advice surveying small and mid-sized businesses shows that a poorly designed customer experience using an auto attendant can drive away potential customers. Specifically, the report provides information on how customers respond to poorly designed auto attendants and best practices for designing a great customer experience. The […]

Filed Under: Customer Experience, CX Assurance Blog

Is Your IVR Driving Away Potential Customers?

July 2, 2015 by Cyara Admin

A recent research report by Daniel Harris, Market Research Associate, Software Advice, shows that while IVRs are central to communications in modern customer engagement centers, they are also a major pain point for customers. Specifically, a poorly designed IVR can significantly impact a company’s bottom line. In fact, a well-known study from Purdue University showed that […]

Filed Under: Customer Experience, CX Assurance Blog

Are You Paying Attention to the Customer Experience Warning Gauges?

February 23, 2015 by Mark H. Ryan, Solutions Engineer

The next time you get into your car, take a look at your dashboard. I suspect that at a minimum, you have both a fuel gauge and a temperature gauge looking back at you. Depending on the price of the car, you may have other gauges as well. In addition to a moving needle, some […]

Filed Under: Customer Experience, CX Assurance Blog

What Are You Testing—Everything, or Just What You Have Time For?

February 6, 2015 by Kelly Zunker, Strategic Accounts Director

When it comes to testing IVR development projects, most companies that are testing manually will answer the latter. The amount of work required for manually testing IVR applications can vary greatly depending on the complexity of the IVR. And, there are other factors such as the cumulative amount of time it takes to set up and […]

Filed Under: Customer Experience, CX Assurance Blog

CX Metrics, Testing, and Business Goals

January 27, 2015 by Gary Lam, Solutions Engineer, Cyara

I am a member of the Lean Startup Circle in San Francisco. It’s a decentralized grassroots organization of Lean Startup practitioners all over the world. We come together to share tips, tricks, and stories about our successes and failures building companies. At a recent event, Laura Klein, author of UX for Lean Startups and a well-known […]

Filed Under: Customer Experience, CX Assurance Blog

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