White Papers

New Strategies to Maximize Identification Rates in Your IVR

Is evaluating IVR identification and verification (ID&V) success rates worth your time and attention? 

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AVOKE Insights - Reducing Agent Handled Call Volume

Every customer service organization wants to reduce its agent-handled call volume.

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The Business Value of Whole Call Analytics

To maximize customer loyalty and reduce costs, leading edge companies are using whole call analytics to examine voice interactions holistically.

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Reducing Excess Transfers By Analyzing The Whole Call

Unnecessary and incorrect transfers are one of the biggest problems in large call centers.  They frustrate customers and increase costs. 

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How to Get More From Your Existing IVR

You don't need an expensive IVR project to improve self-service, reduce mis-routes, and improve IVR satisfaction. 

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How to Build a Bullet-Proof Justification For Your New IVR

The opportunity to reduce costs using IVR automation is widely proven - with many case studies citing 10-30% or greater reductions in agent-handled calls.

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How to Reduce Scheduled Staff Without Impacting Service Levels

Recently, cutting costs has become more important than ever - including in your service centers.  One way to cut costs is by reducing your scheduled staff. 

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Integrating Call Experience Management Into Your Contact Center Strategy

Caller Experience Management is a new approach to managing voice customer contact. It shifts the focus from optimizing agent labor to optimizing a much more precious commodity – the customer’s time.

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How to Measure and Manage Caller Experience

Traditional call center metrics focus on the agent's activity during and after a call, which provides an incomplete picture of what the customer actually went through during their entire interaction.

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Is Your Call Center Really An Agent Center 

Which do you know more about, your callers or your agents? If your center is like most, you review hundreds of metrics about your agents every week - but not who called, why, and what their experience was like.

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Your Only As Strong As Your Weakest Link

Learn how to close the gap between how customers experience service delivery strategy and how to manage contact center agents.

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

Read why you don’t need to study 100% of inbound calls to identify opportunities to improve self-service utilization or business processes.

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Are Your Customers Satisfied Across All Channels?

Investing in a whole call analytics solution can give you the tools to uncover actionable initiatives for improving multi-channel interactions and developing a successful business strategy.

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