Mar 22, 2013 8:25:00 AM

A Little Data Can Go A Long Way

Posted by Niccole Muraca

Recently, a major wireless service provider obtained valuable insight into reducing transfers using AVOKE Analytics. Under pressure to meet targets set by executive leadership, this wireless provider ran into difficulties when they realized their existing data could not help them investigate transfers. Their internal data and QA recordings didn’t follow calls thru transfers, so they couldn’t look at both sides of transfers to assess correctness and root cause.

Read More

Topics: Whole Call Analytics, Agent Handling, IVR, Transfers, Main Menu

Feb 21, 2013 3:24:00 PM

Webinar: Get the Whole Story by Capturing and Analyzing the Whole Call

Posted by Niccole Muraca

Get the Whole Story by Capturing and Analyzing the Whole Call

Read More

Topics: Whole Call Analytics, Agent Handling, IVR

Jan 18, 2013 9:06:00 AM

Is Poor Menu Scripting Driving Excess Transfers?

Posted by Niccole Muraca

One of the major providers of residential and commercial security systems recently used AVOKE Analytics to reduce transfers. To meet budget objectives, they wanted to realize operational savings and were aware that misroutes in specific skill areas were driving excess transfers.

Read More

Topics: Reducing Transfers, Agent Handling, IVR, Caller Behavior, Misroutes

Sep 18, 2012 10:19:00 AM

WEBINAR Heard But Not Seen: Why You Can’t Ignore Your IVR Anymore

Posted by Niccole Muraca

Read More

Topics: Customer Effort, Agent Handling, IVR, Call Analytics

Aug 7, 2012 3:00:00 PM

Self-Inflicted Wound; How Customer Communications Increase Call Volume

Posted by Niccole Muraca

Sending your customers communications to inform them of upcoming cancellations or updated account status is considered a smart proactive notification strategy. You’re communicating a pending action that could negatively impact them or providing them with important account information. Hopefully the result is a happier customer and a call that doesn’t have to be made.  But do those seemingly clear-cut customer communications have an adverse effect on your call center?

Read More

Topics: Reducing Transfers, Reduce Call Volume, Agent Handling, Full Text