Decrease IVR Hang-Ups

Rolandi, Walter
February 2007
CRM Magazine;Feb2007, Vol. 11 Issue 2, p12
Trade Publication
The article presents tips on improving the efficiency of an interactive voice response (IVR) system. Developers of IVR should identify how motivated users are likely to be to complete each task that the system is intended to automate. It would also contribute if IVR designers concentrate on tasks that users would prefer to complete without talking to a person.


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