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.

Read More

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

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

Read More

Topics: Customer Experience, Customer Effort, Reducing Transfers, Agent Handle Time, IVR, Call Analytics, ID Success