Jan 28, 2013 10:07:00 AM

Roundtable: Self-Service Solutions That Delight Customers and Reduce Costs

Posted by Niccole Muraca

Self-Service Solutions That Delight Customers and Reduce Costs

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Topics: Customer Experience, Call Analytics, Self-Service

Dec 10, 2012 12:09:00 PM

Who Are You? A Leading Health Insurance Plan Wants to Know

Posted by Niccole Muraca

Who are you? A Leading Health Insurance Plan Wants to Know
One plan’s experience improving their IVR

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Topics: Customer Experience, Customer Effort, Reducing Transfers, Agent Handle Time, IVR, Call Analytics, ID Success

Oct 31, 2012 10:48:00 AM

Joe Alwan, AVOKE VP & GM, Presenting at CRMXchanges' Virtual Conference 11/7 @ 11:30

Posted by Niccole Muraca

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Topics: Customer Experience, Reducing Transfers, Reduce Call Volume, Agent Handle Time, IVR, Call Analytics, workforce management, performance optimization

Oct 2, 2012 8:18:00 AM

AVOKE® Releases New Pilot Program

Posted by Niccole Muraca

Time and performance are critical to your business and with so very little to spend on evaluating process, business and agent issues wouldn’t it be great if there was a solution that could help you do that? Introducing the AVOKE QuickStart Pilot, a 4-6 week program that will show how AVOKE can unveil root cause issues from your calls with very little involvement from you or your team.

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Topics: Customer Effort, Customer Experience, IVR, Call Analytics, QuickStart Pilot, summary analytics

Sep 18, 2012 10:19:00 AM

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

Posted by Niccole Muraca

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

Aug 31, 2012 9:15:00 AM

The IVR Pendulum: Swinging Back And Forth Between Cost Savings And Customer Satisfaction

Posted by Niccole Muraca

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?.

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Topics: Customer Experience, Reduce Call Volume, Agent Handle Time, IVR, Call Analytics