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

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