May 27, 2016 9:27:46 AM

WEBINAR: Caller Experience Metrics: How to Measure and Manage

Posted by Niccole Muraca

June 8th, 12PM EST
REGISTER HERE
Consumers contact organizations for a variety of reasons - and have multiple points of contact to do so. What they expect from your organization is to have their issue handled correctly the first time.
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Topics: News & Events, Caller Behavior, Customer Experience, Customer Satisfaction

Oct 20, 2014 10:14:53 AM

Why Taking a Microscope to Your IVR is Critical for Success

Posted by Niccole Muraca

To ensure your IVR is meeting the goals of your business strategy, visibility is paramount. Without the ability to see what’s going on in your system, it is impossible to know where issues are impacting the customer experience and whether processes are really working as designed.

The experience of a recent AVOKE customer demonstrates the importance of understanding your system in its entirety. The customer believed their IVR was performing seamlessly, but under the microscope of the AVOKE Call Browser, they were surprised to learn there were many areas that needed significant time and attention. 

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Topics: IVR

Oct 7, 2014 8:46:18 AM

Webinar: It’s Not Your Agents’ Fault

Posted by Niccole Muraca

Nov. 5th @ 12PM EST

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Topics: workforce management, Customer Experience, QA

Nov 20, 2013 9:55:00 AM

Tackling the Pitfalls of Using Live Voice Operators

Posted by Niccole Muraca

For some companies, live voice operators are an integral part of customer service strategy. When used effectively, live voice operators have the potential to provide a positive customer experience by warmly greeting callers and directing them to their destinations. And unlike the IVR, live voice operators are able to provide personalized service and a sympathetic ear. However, the success of using live voice operators depends on much more then friendly agents.

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Topics: Misroutes, Customer Experience

Nov 5, 2013 10:02:00 AM

When Offering an Agent Hurts Your IVR

Posted by Niccole Muraca

Providing callers with the means to opt out of the IVR is a must. There are always going to be those callers who would prefer not to cooperate with the IVR and want to speak with an agent. However, offering the agent upfront can negatively impact the value of your IVR and prevent callers from self-serving. So, how do you make yourself accessible without damaging the potential of your IVR? 

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Topics: IVR, Self-Service, Main Menu, Whole Call Recording, Opt-Out

Oct 17, 2013 10:05:00 AM

Hanging Up On Your Customers? Dropped Calls and How Whole Call Recording Can Help

Posted by Niccole Muraca

Whole call recording is critical for understanding the full caller experience. Without listening to the whole call, it is a challenge to put together the various pieces and truly comprehend caller perceptions of your service delivery. Additionally, whole call recording provides companies with the tools and data to better manage vendors and partners and ensure that together, they are delivering high quality customer service.

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Topics: Whole Call Recording, Whole Call Analytics, Customer Experience, Customer Satisfaction

Oct 7, 2013 10:40:00 AM

Taking Action on First Call Resolution

Posted by Niccole Muraca

For many companies, first call resolution (FCR) is an important metric and can be a valuable predictor of customer satisfaction. Yet, if FCR is so important, why don’t more operation managers focus improvement efforts on this metric?  Unfortunately, the answer is simple: FCR is difficult to measure, manage, and improve… unless you have a tool like the AVOKE Call Browser.

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Topics: Whole Call Analytics, Customer Experience, Customer Satisfaction, First Call Resolution

Jun 14, 2013 10:41:00 AM

Moving the Needle on Satisfaction: Understanding IVR Factors That Influence Customers

Posted by Niccole Muraca

Does general IVR satisfaction impact overall customer satisfaction scores? This was the question asked by a recent AVOKE customer struggling to understand the correlation between high level IVR feedback and overall company satisfaction. Management believed that IVR satisfaction had a direct impact on overall CSAT and were challenging the IVR team to improve their scores. But the IVR team was concerned that their corporate CSAT program wasn’t accurately measuring IVR satisfaction.

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Topics: IVR, Whole Call Analytics, Customer Satisfaction, Surveys

Jun 11, 2013 12:52:00 PM

Webinar: It Shouldn't Have To Be So Hard...

Posted by Niccole Muraca

It Shouldn’t Have To Be So Hard - Proactively Identifying Customer Pain Points Using Whole Call Analytics 

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Topics: Whole Call Analytics, Caller Behavior, Customer Experience, Agent Handle Time

May 23, 2013 10:46:00 AM

Roundtable: How VoC Tools Can Improve Customer Experiences

Posted by Niccole Muraca

How VoC Tools Can Improve Customer Experiences

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Topics: Whole Call Analytics, Customer Experience