Featured Research
Customers are taking control of where, when and how they contact their selected vendors and brands. Contact Centers, especially IVRs, are too often seen as friction points interfering with direct contact with live agents. In this document we describe how well-designed IVR applications coupled with ongoing, formal programs for Continuous Improvement (CI) improve customer satisfaction and ensure positive business outcomes.

This report is made available courtesy of Contact Solutions.

To receive a copy and for more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).

Categories: Articles

Tags: Contact Centers, hosted services, Contact Solutions, Customer Satisfaction, IVR