Fonolo
MARCH 9, 2023
The first study was done in 2003 — can you guess which direction the overall trend has headed since then? Improve your IVR menus Confusing IVR menus are a common customer complaint. If you guessed there are more complaints than ever, you’re right. Here are some of the most common customer complaints in contact centers.
DMG Consulting
APRIL 16, 2019
million in 2003 to approximately $1.7 We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. billion for the first half of 2018. THE NEXT ACT.
Taylor Reach Group
JUNE 20, 2017
Paul: In terms of comparing chat to voice and the IVR, it has a long way to go. People will still generally evaluate the voice call with a higher degree of satisfaction, because of the human interaction. For instance, I recently used live chat on a sales call with Apple. John Cockerill – President.
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