IVR and on-hold messages: are they fit for purpose?

A surge of interest from members shows the importance of not treating anything in isolation – there are many factors that influence success, for customers and the business. Phil Anderson reveals the new best practice model.

It’s been a great year for IVR with inspiring case studies from two innovation award finalists, TalkTalk and Three, and a surge of interest from members following our first IVR-specific workshop in October. Crucially, the more we have discussed best practice and considerations for IVR the more we have understood why it’s so easy to make mistakes.

Read the full article.

First published in the 2014  Best Practice Guide; Bridging the gap.

Take a look at these articles, videos and links
Find out more about Best Practice in IVR and On-Hold telephony
IVR & On-Hold: What should On-Hold sound like?
IVR and messages on hold: can they work for customers?
IVR and On-Hold Message Best Practice Workshop
TalkTalk Awards Case Study and Site Visit 2014: Natural Language IVR drives customer insight
Three Awards Case Study and Site Visit 2014: IVR Demand Management and effective resourcing


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