IVR is a weak spot in many organizations creating confusion and frustrated, unsatisfied customers.
We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system:
“Welcome to XYZ Corporation. Para Español oprima numero dos….”
Okay, so we know we are not talking to a real person, but we are still optimistic that with a simple yes or no and a couple of pokes of the keypad, we will get the information or support we need. And sometimes it works exactly as intended. However, according to J.D. Power and Associates, a good IVR experience is the exception, not the rule.
Offered Free by: Blue Ocean Contact Centers
See All Resources from: Blue Ocean Contact Centers
This download should complete shortly. If the resource doesn't automatically download, please, click here.