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Five Best Practices for Balancing IVR Cost Efficiency with Customer Satisfaction

NICE inContact

Presented By: NICE inContact



The proper use of IVR technology presents a challenge for contact center. IVR is a go-to solution that can dramatically diminish call volume and reduce operating costs. IVR systems can handle most of the frequently asked questions that an organization receives and allows agents, salesmen and tech support specialists to concentrate on more complex issues.

 

It’s main advantage is making callers and customers feel that an organization is responsive to their needs, even if it's just through a machine. If someone has a simple question and gets a quick and accurate answer, the IVR has done its job. The problem with IVR systems is that it's easy to design a bad one and more difficult to design a good one. Read five best practices developed by contact center experts.

 

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