Abstract
This Research Insight addresses consumer backlash against IVR systems, and calls attention to some common but often overlooked mistakes that companies make while implementing IVR systems. The Insight also highlights avenues for improving the IVR user experience and discusses some of the best practices in IVR design.
Table of Contents
1. FIXING IVR PROBLEMS: IT' S THE UI NOT THE TECHNOLOGY
Fixing IVR Problems: It' s the UI Not The Technology
- 1. Introduction
- 2. Enterprise Response to Rising Customer Service Costs
- 3. Visual Application Design Rules
- 4. Vocal Tics
- 5. Adapting Visual Practices
- 6. Best Practices
- 7. Avenues for IVR Design Improvements
- 8. End User-Focused Best Practices
- 9. gethuman
