We are currently addicted to IVR to manage inbound contact to the Contact Centre but now this approach is looking very costly and dated. The outcome of research is that every organisation needs to look at the 3 year strategy for IVR.
The resources we have provided allow you to test the benefits case. There are the questions together with the outputs that would be impacted. Some design idea and some commentary. The work is based on industry recognised Stats. and actual programmes that are being delivered now.
You can use these free resources but please ask for permission to publish and acknowledge author Morris Pentel © 2012 All Rights Reserved