Customer contact centres should use customer feedback to measure the success of interactive voice response (IVR) systems, one industry expert has suggested.
Customer contact centres should use customer feedback to measure the success of interactive voice response (IVR) systems, one industry expert has suggested.
Writing for Angel.com, principal voice user interface designer Mike Ahnemann, said firms should be going to whatever lengths necessary to keep callers happy while increasing business efficiency.
He urged communication managers to listen to their callers, as this offers the clearest insight into the performance of self-service technology.
"The customer ultimately decides whether or not your IVR is successful or not," Mr Ahnemann stated.
"There are a lot of ways we can listen to callers to find out if the application is working and figure out how to improve it."
According to CCT, IVR has been successfully implemented by most contact centres to reduce the cost of reception-routed calls.
Industry News from CCT - Leading Avaya Platinum Partner & Contact Centre Specialist
