Research Library

The top resource for free research, white papers, reports, case studies, magazines, and eBooks.

Share Your Content with Us
on for readers like you. LEARN MORE
Can IVR Destroy The Customer Experience?

Request Your Free Info Overview Now:

"Can IVR Destroy The Customer Experience?"

IVR is a weak spot in many organizations creating confusion and frustrated, unsatisfied customers.

We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system:

“Welcome to XYZ Corporation. Para Español oprima numero dos….”

Okay, so we know we are not talking to a real person, but we are still optimistic that with a simple yes or no and a couple of pokes of the keypad, we will get the information or support we need. And sometimes it works exactly as intended. However, according to J.D. Power and Associates, a good IVR experience is the exception, not the rule.

Offered Free by: Blue Ocean Contact Centers
See All Resources from: Blue Ocean Contact Centers

Recommended for Professionals Like You: