Customer Care Interactive Voice Response Journey mapping Multichannel 
Lumoa
JUNE 23, 2021
Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.
OctopusTech
SEPTEMBER 9, 2023
They use Interactive Voice Response (IVR) in their call centers where customers can interact with the self-service menu by using speech recognition or dial entry features and get connected to the right operator who can solve all their queries.
COPC
MAY 16, 2018
This can be done by plotting customer satisfaction and dissatisfaction scores in a CX Matrix as well as by exploring the current customer experience through customer journey mapping. 2) Do our offerings match the channel and interaction preferences of our customers?
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