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

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