There are so many aspects to IVR that people don’t know about. Most people who use IVR don’t have a strategy. Let’s assume that they do however. If they have a strategy, they often don’t have the right metrics or the right plan. And they usually have a tough time measuring performance.
If they do the above, are they continuously improving? Is it someone’s job to view the IVR as a living organism that unlike IT is not also tapped with dozens of other initiatives? If they’ve done the above, do they have the expertise to maximize IVR. When should speech be implemented? Do they have the analytics thought through? There are companies that focus on IVR however most companies only get through stage one or stage two. Are they always asking the next level question?
Filed under: Analytics, IVR, Uncategorized
