IVR Customer Service: How To Make Sure You’re Not Providing a Disservice

Let’s face it. When we have a problem with a product or service we’ve ordered, the last thing we want to do is waste more time calling customer service support lines. Studies have even found that the average person spends over 30 hours per year tied up with customer service. That wasted time leads to […]

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Common-Sense Rules for IVR

It needs to be said: too many IVR and call flow scripts are almost *designed* to frustrate. It’s clear that the typical IVR is for the company’s benefit — not the caller’s. And yet: why should it be that way? Sure — the IVR assists companies in sorting the caller into various departments — to better […]

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