May 27, 2016 9:27:46 AM
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 14, 2013 10:41:00 AM
Does general IVR satisfaction impact overall customer satisfaction scores? This was the question asked by a recent AVOKE customer struggling to understand the correlation between high level IVR feedback and overall company satisfaction. Management believed that IVR satisfaction had a direct impact on overall CSAT and were challenging the IVR team to improve their scores. But the IVR team was concerned that their corporate CSAT program wasn’t accurately measuring IVR satisfaction.