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May 27, 2016 9:27:46 AM
Posted by Niccole Muraca
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Topics: News & Events, Caller Behavior, Customer Experience, Customer Satisfaction
Jun 11, 2013 12:52:00 PM
Posted by Niccole Muraca
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
Apr 1, 2013 12:55:00 PM
Posted by Niccole Muraca
Strategies to standardize business processes for a consistent brand experience and operational savings must be backed up with enterprise governance and analytics. A large cable provider recently confronted this reality when they observed that one region increased appointment self-service by 20% while the others remained unchanged.
Topics: IVR, Caller Behavior, Self-Service, Cloud
Jan 18, 2013 9:06:00 AM
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.
Topics: Reducing Transfers, Agent Handling, IVR, Caller Behavior, Misroutes