Excerpt:
We’ve all had the experience of calling a business only to be met with an IVR (interactive voice response) system that asks us to press 1 for this and 2 for that. While this system helps to route calls to the correct department, the experience feels cold.
Gone are the days when one was always greeted by a human first and then transferred to the appropriate person. For most businesses, it is simply more cost-effective to use an IVR than to have an operator on standby. Unfortunately, there are many reasons why customers dislike traditional IVR systems.
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