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

Read More

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

Aug 31, 2012 9:15:00 AM

The IVR Pendulum: Swinging Back And Forth Between Cost Savings And Customer Satisfaction

Posted by Niccole Muraca

A long-standing AVOKE client – a large consumer electronics manufacturer with over 53 call centers worldwide– has been trying to strike the right balance with their IVR. What’s more important? Reducing agent call volume and agent handle time? Or reducing customer effort and maximizing customer satisfaction scores?.

Read More

Topics: Customer Experience, Reduce Call Volume, Agent Handle Time, IVR, Call Analytics

Aug 7, 2012 3:00:00 PM

Self-Inflicted Wound; How Customer Communications Increase Call Volume

Posted by Niccole Muraca

Sending your customers communications to inform them of upcoming cancellations or updated account status is considered a smart proactive notification strategy. You’re communicating a pending action that could negatively impact them or providing them with important account information. Hopefully the result is a happier customer and a call that doesn’t have to be made.  But do those seemingly clear-cut customer communications have an adverse effect on your call center?

Read More

Topics: Reducing Transfers, Reduce Call Volume, Agent Handling, Full Text

Apr 20, 2012 9:00:00 AM

How to Reduce Call Volume in the Contact Center

Posted by Gregory Keshian

Every customer service organization wants to reduce its agent-handled volume.  The obvious benefits are reduced costs and more time for coaching agents.  In addition to that, fewer calls also result in higher service levels and happier customers.  So, how do you start reducing call volume?  At AVOKE, we have identified three areas that are good "quick hits" that can help you reduce your call volume dramatically and quickly.

Read More

Topics: Whole Call Analytics, Reducing Transfers, Reduce Call Volume