May 27, 2016 9:27:46 AM
Oct 20, 2014 10:14:53 AM
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.
Oct 7, 2014 8:46:18 AM
Nov. 5th @ 12PM EST
Nov 20, 2013 9:55:00 AM
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.
Nov 5, 2013 10:02:00 AM
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?
Oct 17, 2013 10:05:00 AM
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.
Oct 7, 2013 10:40:00 AM
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.
Jun 14, 2013 10:41:00 AM
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.
Jun 11, 2013 12:52:00 PM
It Shouldn’t Have To Be So Hard - Proactively Identifying Customer Pain Points Using Whole Call Analytics
May 23, 2013 10:46:00 AM
How VoC Tools Can Improve Customer Experiences