Customer effort Interactive Voice Response Schedule adherence Study 
OctopusTech
MARCH 1, 2023
Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Fight the urge.
Tenfold - Contact Center Blog
JULY 9, 2018
It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort. An inefficient IVR system may also cause callers to abandon the queue.
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