Nov 5, 2013 10:02:00 AM

When Offering an Agent Hurts Your IVR

Posted by Niccole Muraca

Providing callers with the means to opt out of the IVR is a must. There are always going to be those callers who would prefer not to cooperate with the IVR and want to speak with an agent. However, offering the agent upfront can negatively impact the value of your IVR and prevent callers from self-serving. So, how do you make yourself accessible without damaging the potential of your IVR? 

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Topics: IVR, Self-Service, Main Menu, Whole Call Recording, Opt-Out