What Makes for a Good IVR Experience? - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 8/29/2011 eNewsletter

ITEXPO West begins in: 14 Days. REGISTER NOW!   Featured Articles » Knowlagent Launches Productivity Plus Panel to Drive Efficiency in Call Center Operations » Novus Health Opens Contact Center in Montreal » Contactual's Five Essential Questions for Evaluating Call Center Technology   Sponsored By: Social CRM Expo, September 13-15, 2011, The Austin Convention Center, Austin Texas Social CRM is changing how you interact with your customers, this evolution is used often, highly praised and beneficial. Take full advantage of this evolution and see how you can improve your social media plan by attending Social CRM Expo. Learn how to succeed at Social CRM Expo, September 13-15, 2011 at the Austin Convention Center, in Austin, Texas.   Top Stories » CallCopy Named in 2011 Inc. 500 List as Leading Contact Center Solutions Provider » The Virtual Call Center Empowers Diverse Workforces and Cuts Cost for the SMB » VoIP Call Recording a Vital Technology to Improve Contact Center Performance » SugarCRM's Bucholtz to Discuss the Future of CRM at ITEXPO West 2011   From The Expert Corner August 19, 2011 What Makes for a Good IVR Experience? By Tracey E. Schelmetic TMCnet Contributor   Do you agree? In a recent blog post, inContact's Madelyn Gengelbach ruminates over this quote she read recently. Because...let's face it...IVR (interactive voice response) technology has never been anyone's favorite. But this is a bit of a conundrum, since customers report that they DO like self-service when they need to interact with a company. IVR is one of the most popular methods of customer self-service, so what gives? It's not hard to understand that what customers don't like is bad IVR technology. You know the ones: IVR systems configured with too many choices, too many branches on the tree, no way to transfer to a live agent and even...this one astonished me the first time I ran into it...an IVR that will cut you off and say “good-bye” if you don't enter the “correct” menu choices. (Needless to say, I cut off my business relationship with that company entirely.) So what makes for a “good” IVR experiences as opposed to a lousy one? Gengelbach offers a list of elements required to turn an IVR experience into a positive one for customers... Read More   Featured Video Plantronics - UC   Featured Channels » Business VoIP Service » Call Center Wallboards » Cloud CRM   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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