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Contact Center Testing 1-2-3

June 8, 2015

It may not be glamorous, but testing is a critical component of customer experience. After all, it doesn’t matter how friendly your agents are or how great your products are, if call quality is bad and telephony systems are slow your customers will be unhappy.

Testing can identify current or impending issues. It can verify quality. It can test peak conditions to determine the limits of the system. It comes in a variety of forms:

  • Health checks. These periodic tests can be particularly useful to validate performance and ensure that your systems continue to meet the needs of your customer base.
  • Load testing. You need to know the peak limits of your systems, but that can be hard to determine from operational data. Load testing helps identify weak points and hard limits. Then you can either run your operation within those bounds or extend your system where needed.
  • Soak testing. This type of testing provides an understanding of the sustained load your systems can handle.
  • Functional testing. Before you add new functionality to your production operation, it is good to know that it actually works as expected. Automated regression testing gives you that confidence.
  • Cutover testing. Switching on new technology in your contact center should be a non-event for your agents and customers; they should suffer no slowdowns, outages or transitions. To help make sure that is always the case, cutover testing is a must.

Ideally, testing is a standard part of your contact center environment, allowing you to monitor your service at all times. Testing in this way enables you to quickly identify and resolve customer experience problems in your production environment.

Just like the sound guys at a concert check the mics before the main event begins, you should make sure your voice systems are ready for prime time. With automated testing, it is as simple as 1-2-3.

Read more about Customer Experience Monitoring and our partner TekVision.