Spoken | August 9, 2016

Good, basic video from Call Centers Blogs on what an IVR (Interactive Voice Response) is, how and why it routes calls, what the benefits are, and some of the drawbacks of badly-designed IVRs.

So true that the keys to good IVR design that actually benefit the customer are a shallow menu (no more than three to five options) and the ability to provide a screen pop or CTI (computer-telephony integration) so that once the caller enters information, that information will be available to the agent so that the caller doesn’t have to repeat it.

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