Nov 20, 2013 9:55:00 AM

Tackling the Pitfalls of Using Live Voice Operators

Posted by Niccole Muraca

For some companies, live voice operators are an integral part of customer service strategy. When used effectively, live voice operators have the potential to provide a positive customer experience by warmly greeting callers and directing them to their destinations. And unlike the IVR, live voice operators are able to provide personalized service and a sympathetic ear. However, the success of using live voice operators depends on much more then friendly agents.

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Topics: Customer Experience, Misroutes

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