Small IVR Investments That Pay Off
June 23, 2009
Why Read This Report
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.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Introducing Forrester's New Digital User Experience Review
May 3, 2016 | Andrew Hogan
Enrich Customer Life-Cycle Understanding With Customer Journey Maps
July 31, 2015 | Sarah Sikowitz
How Consumers Research, Buy, And Get Service, 2011
March 16, 2011 | Adele Budovsky