Oct 17, 2013 10:05:00 AM

Hanging Up On Your Customers? Dropped Calls and How Whole Call Recording Can Help

Posted by Niccole Muraca

Whole call recording is critical for understanding the full caller experience. Without listening to the whole call, it is a challenge to put together the various pieces and truly comprehend caller perceptions of your service delivery. Additionally, whole call recording provides companies with the tools and data to better manage vendors and partners and ensure that together, they are delivering high quality customer service.

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Topics: Customer Experience, Whole Call Analytics, Customer Satisfaction, Whole Call Recording

Oct 7, 2013 10:40:00 AM

Taking Action on First Call Resolution

Posted by Niccole Muraca

For many companies, first call resolution (FCR) is an important metric and can be a valuable predictor of customer satisfaction. Yet, if FCR is so important, why don’t more operation managers focus improvement efforts on this metric?  Unfortunately, the answer is simple: FCR is difficult to measure, manage, and improve… unless you have a tool like the AVOKE Call Browser.

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Topics: Customer Experience, Whole Call Analytics, Customer Satisfaction, First Call Resolution

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

Jun 11, 2013 12:52:00 PM

Webinar: It Shouldn't Have To Be So Hard...

Posted by Niccole Muraca

It Shouldn’t Have To Be So Hard - Proactively Identifying Customer Pain Points Using Whole Call Analytics 

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Topics: Whole Call Analytics, Customer Experience, Agent Handle Time, Caller Behavior

May 23, 2013 10:46:00 AM

Roundtable: How VoC Tools Can Improve Customer Experiences

Posted by Niccole Muraca

How VoC Tools Can Improve Customer Experiences

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Topics: Customer Experience, Whole Call Analytics

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

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

Aug 16, 2012 4:32:00 PM

BBN Technologies Unveils AVOKE Analytics 4.0 @ SpeechTek 2012

Posted by Niccole Muraca

Raytheon’s BBN Technologies announced the unveiling of the new AVOKE® Analytics 4.0 solution at SpeechTek 2012. AVOKE 4.0 was shown for the first time at SpeechTek in NY earlier this week where attendees were able to learn about the new features and functionality.

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Topics: News & Events, Customer Effort, Whole Call Analytics, Data Redaction, Data Exploration

Aug 12, 2012 6:06:00 PM

Bernhard Suhm, Director of Professional Services, Presenting at SpeechTek

Posted by Niccole Muraca

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Topics: News & Events, Customer Effort, Whole Call Analytics, Data Redaction