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

Oct 7, 2014 8:46:18 AM

Webinar: It’s Not Your Agents’ Fault

Posted by Niccole Muraca

Nov. 5th @ 12PM EST

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Topics: workforce management, Customer Experience, QA

Nov 20, 2013 9:55:00 AM

Tackling the Pitfalls of Using Live Voice Operators

Posted by Niccole Muraca

For some companies, live voice operators are an integral part of customer service strategy. When used effectively, live voice operators have the potential to provide a positive customer experience by warmly greeting callers and directing them to their destinations. And unlike the IVR, live voice operators are able to provide personalized service and a sympathetic ear. However, the success of using live voice operators depends on much more then friendly agents.

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Topics: Customer Experience, Misroutes

Oct 17, 2013 10:05:00 AM

Hanging Up On Your Customers? Dropped Calls and How Whole Call Recording Can Help

Posted by Niccole Muraca

Whole call recording is critical for understanding the full caller experience. Without listening to the whole call, it is a challenge to put together the various pieces and truly comprehend caller perceptions of your service delivery. Additionally, whole call recording provides companies with the tools and data to better manage vendors and partners and ensure that together, they are delivering high quality customer service.

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Topics: Customer Experience, Whole Call Analytics, Customer Satisfaction, Whole Call Recording

Oct 7, 2013 10:40:00 AM

Taking Action on First Call Resolution

Posted by Niccole Muraca

For many companies, first call resolution (FCR) is an important metric and can be a valuable predictor of customer satisfaction. Yet, if FCR is so important, why don’t more operation managers focus improvement efforts on this metric?  Unfortunately, the answer is simple: FCR is difficult to measure, manage, and improve… unless you have a tool like the AVOKE Call Browser.

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Topics: Customer Experience, Whole Call Analytics, Customer Satisfaction, First Call Resolution

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

May 23, 2013 10:46:00 AM

Roundtable: How VoC Tools Can Improve Customer Experiences

Posted by Niccole Muraca

How VoC Tools Can Improve Customer Experiences

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Topics: Customer Experience, Whole Call Analytics

Apr 18, 2013 8:32:00 AM

Looking in the Wrong Place? Analytics Uncovers the REAL Problems in Your IVR

Posted by Niccole Muraca

Without helpful analytics, many companies implement IVR changes that are a drain on time and money and worst of all, fail to make a positive impact on customer experience or KPIs. Analytics help uncover where issues exist and where to focus IVR efforts. Problems aren’t always where you think they are! As discovered by a recent AVOKE Analytics customer, analytics can ensure you are looking in the right place to maximize IVR metrics and improve customer experience.

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Topics: Customer Experience, Whole Call Analytics, IVR, ID Success

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