Oct 20, 2014 10:14:53 AM

Why Taking a Microscope to Your IVR is Critical for Success

Posted by Niccole Muraca

To ensure your IVR is meeting the goals of your business strategy, visibility is paramount. Without the ability to see what’s going on in your system, it is impossible to know where issues are impacting the customer experience and whether processes are really working as designed.

The experience of a recent AVOKE customer demonstrates the importance of understanding your system in its entirety. The customer believed their IVR was performing seamlessly, but under the microscope of the AVOKE Call Browser, they were surprised to learn there were many areas that needed significant time and attention. 

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Topics: IVR

Nov 5, 2013 10:02:00 AM

When Offering an Agent Hurts Your IVR

Posted by Niccole Muraca

Providing callers with the means to opt out of the IVR is a must. There are always going to be those callers who would prefer not to cooperate with the IVR and want to speak with an agent. However, offering the agent upfront can negatively impact the value of your IVR and prevent callers from self-serving. So, how do you make yourself accessible without damaging the potential of your IVR? 

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Topics: IVR, Self-Service, Main Menu, Whole Call Recording, Opt-Out

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

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

Apr 1, 2013 12:55:00 PM

I Don’t Think We’re On The Same Page: IVR Governance & Analytics To Assure A Consistent Brand Experience

Posted by Niccole Muraca

Strategies to standardize business processes for a consistent brand experience and operational savings must be backed up with enterprise governance and analytics.  A large cable provider recently confronted this reality when they observed that one region increased appointment self-service by 20% while the others remained unchanged.

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Topics: IVR, Caller Behavior, Self-Service, Cloud

Mar 22, 2013 8:25:00 AM

A Little Data Can Go A Long Way

Posted by Niccole Muraca

Recently, a major wireless service provider obtained valuable insight into reducing transfers using AVOKE Analytics. Under pressure to meet targets set by executive leadership, this wireless provider ran into difficulties when they realized their existing data could not help them investigate transfers. Their internal data and QA recordings didn’t follow calls thru transfers, so they couldn’t look at both sides of transfers to assess correctness and root cause.

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Topics: Whole Call Analytics, Agent Handling, IVR, Transfers, Main Menu

Feb 21, 2013 3:24:00 PM

Webinar: Get the Whole Story by Capturing and Analyzing the Whole Call

Posted by Niccole Muraca

Get the Whole Story by Capturing and Analyzing the Whole Call

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Topics: Whole Call Analytics, Agent Handling, IVR

Jan 18, 2013 9:06:00 AM

Is Poor Menu Scripting Driving Excess Transfers?

Posted by Niccole Muraca

One of the major providers of residential and commercial security systems recently used AVOKE Analytics to reduce transfers. To meet budget objectives, they wanted to realize operational savings and were aware that misroutes in specific skill areas were driving excess transfers.

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Topics: Reducing Transfers, Agent Handling, IVR, Caller Behavior, Misroutes

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

Oct 31, 2012 10:48:00 AM

Joe Alwan, AVOKE VP & GM, Presenting at CRMXchanges' Virtual Conference 11/7 @ 11:30

Posted by Niccole Muraca

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Topics: Customer Experience, Reducing Transfers, Reduce Call Volume, Agent Handle Time, IVR, Call Analytics, workforce management, performance optimization