Forrester

Why Read This Report

Forrester recently attended SpeechTEK 2009, where presenters focused on using speech technologies to improve the phone self-service customer experience. Among speakers' top recommendations: Don't ignore customer experience, do focus on target users and their goals, and use tools like speech analytics to measure interactive voice response (IVR) effectiveness. Forrester's take: By using processes and methodologies that focus on designing to support user goals, customer experience professionals can build phone self-service systems that deliver better experiences and support business objectives.