Executive Summary (This is a document excerpt)

With low phone self-service satisfaction rates, there's lots of room to improve IVR systems. Our research uncovered five low-cost techniques that improve routing, boost containment rates, increase automation, and reinforce the brand. To identify which quick fixes to make in their IVRs, customer experience professionals should listen to real calls to understand user goals, use heuristic evaluations to spot flaws, and match problems to the list of quick fixes.

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