Jun 11, 2013 12:52:00 PM
It Shouldn’t Have To Be So Hard - Proactively Identifying Customer Pain Points Using Whole Call Analytics
Topics: Whole Call Analytics, Customer Experience, Agent Handle Time, Caller Behavior
Dec 10, 2012 12:09:00 PM
Who are you? A Leading Health Insurance Plan Wants to Know
One plan’s experience improving their IVR
Topics: Customer Experience, Customer Effort, Reducing Transfers, Agent Handle Time, IVR, Call Analytics, ID Success
Oct 31, 2012 10:48:00 AM
Topics: Customer Experience, Reducing Transfers, Reduce Call Volume, Agent Handle Time, IVR, Call Analytics, workforce management, performance optimization
Aug 31, 2012 9:15:00 AM
A long-standing AVOKE client – a large consumer electronics manufacturer with over 53 call centers worldwide– has been trying to strike the right balance with their IVR. What’s more important? Reducing agent call volume and agent handle time? Or reducing customer effort and maximizing customer satisfaction scores?.
Topics: Customer Experience, Reduce Call Volume, Agent Handle Time, IVR, Call Analytics
May 10, 2012 11:28:00 AM
One of our customers in the roadside assistance and auto insurance business was having a problem with agents not getting screen pops. They use ANI matching and thought that most calls were identified in their IVR, but agents said that they got screen pops for only about half their calls. Our customer needed to reduce handle time spent identifying the customer and had many questions. How many calls are actually arriving with ANI? How many match or ID successfully in the IVR? Are screen pops failing even after a successful ID in the IVR? Is something else going on?
Topics: Agent Handle Time
