For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	June 23, 2009 Small IVR Investments That Pay Off by Adele Sage with Ron Rogowski, Rachel Zinser	Average: 10  (3 ratings)

This is an excerpt

Executive Summary

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.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.