Interactive Voice Response (IVR) systems save companies millions of dollars a year by automating high-volume service calls. But for many reasons, customers often “zero out” and are transferred to a live customer service agent. This is a major failure of an IVR system, and such failures have a direct impact on customer satisfaction and return on investment. Unfortunately, once implemented, few companies know how they might improve IVR system utilization. Download this white paper to learn five ways IVR systems fail and get tips on how to optimize IVR utilization to boost ROI while improving overall customer satisfaction.
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