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

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?

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Topics: Agent Handling, Reducing Transfers, Reduce Call Volume, 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.

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