Webcasts

Your Only As Strong As Your Weakest Link

Understand how customer experience goes beyond your QA system and how analyzing calls from start to finish can unveil a wealth of information about customer interactions with your company.

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It's Not Your Agents Fault

Learn how to gain visibility into areas of the call that aren’t transparent in your QA analysis so you can improve your customers’ experience.

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Customer Effort – How Hard Does Your Customer Work To Contact You?

Learn how insights and information gained in your contact center can help map your customers’ journeys and experiences.

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Do You Need 100% Call Recording to Understand What’s Happening in Your Call Center?

Hear examples and results of 100% capture vs sampling and discuss our methodology for capturing the representative sample of calls in our AVOKE whole call analytics solution. 

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Bringing Customer Experience into the View of QA

Learn how analytics can help get you more mileage from your limited QA staff.

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Your IVR, Silent but Deadly

Examine how a poorly designed IVR system can impact your customer’s experience

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