May 27, 2016 9:27:46 AM
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Nov. 5th @ 12PM EST
Nov 20, 2013 9:55:00 AM
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.
Oct 17, 2013 10:05:00 AM
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.
Oct 7, 2013 10:40:00 AM
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.
Jun 11, 2013 12:52:00 PM
It Shouldn’t Have To Be So Hard - Proactively Identifying Customer Pain Points Using Whole Call Analytics
May 23, 2013 10:46:00 AM
How VoC Tools Can Improve Customer Experiences
Apr 18, 2013 8:32:00 AM
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.
Jan 28, 2013 10:07:00 AM
Self-Service Solutions That Delight Customers and Reduce Costs
Dec 10, 2012 12:09:00 PM
Who are you? A Leading Health Insurance Plan Wants to Know
One plan’s experience improving their IVR