Apr 1, 2013 12:55:00 PM

I Don’t Think We’re On The Same Page: IVR Governance & Analytics To Assure A Consistent Brand Experience

Posted by Niccole Muraca

Strategies to standardize business processes for a consistent brand experience and operational savings must be backed up with enterprise governance and analytics.  A large cable provider recently confronted this reality when they observed that one region increased appointment self-service by 20% while the others remained unchanged.

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Topics: IVR, Self-Service, Caller Behavior, Cloud