Top Customer Experience Takeaways From SpeechTEK 2009
November 10, 2009
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.
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