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How to Ensure Call Accessibility: Global Toll-Free Testing
When customers dial your toll-free number, they expect no dropped calls, no frustrating error messages, no dead ends. But what if those calls never reach your business in the first place? Many organizations assume their toll-free numbers work worldwide, but verifying this accessibility across multiple countries is a significant challenge.
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Enhancing Chatbot Performance with AI-Based Automation Testing and Monitoring
by: Hes Yavari, VP Contact Center & CX Practice Chatbots have become an integral part of customer service in contact centers. With advancements in artificial intelligence (AI) and natural language processing (NLP), they offer quick responses, handle multiple queries simultaneously, and operate 24/7. In fact, according to 2024 statistics from Tidio, many customers prefer interacting with chatbots over…
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The Holiday Rush – Load Testing your Contact Center
Updated: 9/18/2024 Even with the inflation that everyone is feeling, Deloitte is forecasting that holiday retail sales are expected to increase 2.3% to 3.3% this year, and the official shopping season kicks off in just a few weeks according to Target, Amazon, Best Buy and others. This means it’s time to determine if your Contact Center is ready. But honestly, it’s…
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What Is IVR Testing and Why Is It So Critical?
IVR speech recognition systems of old, are clunky. Users have to speak clearly and in acceptable accents. If they don’t, they get the canonical “sorry; I didn’t quite get that: please could you state your response again?” – all in an annoying, sterile, computerized voice. With the machine learning revolution, however, voice recognition systems have…
