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 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 14, 2013 10:41:00 AM

Moving the Needle on Satisfaction: Understanding IVR Factors That Influence Customers

Posted by Niccole Muraca

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.

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Topics: Whole Call Analytics, IVR, Surveys, Customer Satisfaction