IVR news: top links for 11-4-10
I’m fully aware that many people hate IVRs. I spend at least an hour a day on Twitter and in the blogosphere reading about great customer service and horrible IVRs alike. And to be fair, at this point, even the most frustrated of customers seem to be able to differentiate between a particular integration that doesn’t work and all IVR technology overall. So this week’s call center link love is all IVR, all the time: what works, what doesn’t and what we are still thinking about.
- In an interesting turn this week, Aflac reported a 7% increase in perceived customer satisfaction with IVR interactions after making the switch from Gilbert Gottfried’s voice (the voice of the Aflac duck) to that of a Midwestern woman. Turns out sweet and Midwestern is more popular than funny (and annoying!).
- One IVR user had became so inured of menu trees that frustration set in when asked an open-ended question.
- Tripp Babbitt argues against the cost-effectiveness of IVRs, claiming they are “cost-creating technology” and that human beings do the same job better and less expensively. (no evidence or studies are cited to back up the claim, however).
- The Contact Center blog takes the temperature of SaaS in the call center
- And in the HP blogs, Judi Cardinal makes a case against the common argument of the control factor opposing the implementation of IVR hosting