May 27, 2016 9:27:46 AM

WEBINAR: Caller Experience Metrics: How to Measure and Manage

Posted by Niccole Muraca

June 8th, 12PM EST
REGISTER HERE
Consumers contact organizations for a variety of reasons - and have multiple points of contact to do so. What they expect from your organization is to have their issue handled correctly the first time.
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Topics: News & Events, Caller Behavior, Customer Experience, Customer Satisfaction

Jun 11, 2013 12:52:00 PM

Webinar: It Shouldn't Have To Be So Hard...

Posted by Niccole Muraca

It Shouldn’t Have To Be So Hard - Proactively Identifying Customer Pain Points Using Whole Call Analytics 

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Topics: Whole Call Analytics, Customer Experience, Agent Handle Time, Caller Behavior

Apr 1, 2013 12:55:00 PM

I Don’t Think We’re On The Same Page: IVR Governance & Analytics To Assure A Consistent Brand Experience

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.

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Topics: IVR, Caller Behavior, Self-Service, Cloud

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.

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