TITLE

WINNOWING CUSTOMER CARE WOES

AUTHOR(S)
Bailor, Coreen
PUB. DATE
April 2007
SOURCE
CRM Magazine;Apr2007, Vol. 11 Issue 4, p15
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on the use of touch-tone and speech-enabled interactive voice response systems to address customer needs. The J. D. Power and Associates 2007 Wireless Customer Care Performance Study showed that customer index scores for automated systems were low. Kirk Parsons of J. D. Power claims that non-operated systems saves money but lacks flexibility. He adds that speech-enable systems are more flexible than touch-tone. Systems can be improved by designing need-specific applications.
ACCESSION #
24626991

 

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