Of the four drivers of Customer Experience in the contact center, the IVR has a broader impact than any other component. So why do companies still fail to deliver an easy, useful,and even enjoyable IVR experience?

One major reason is that companies lack data about the IVR’s impact on CX. With no real insight or way to measure CX within the IVR, decisions about making changes or improvements to the IVR are often based on intuition. Or the IVR is simply ignored because the general opinion is that it is “good enough.” The result? Performance declines and customer experience suffers along with the business.

To truly transform the contact center and achieve significant gains in
customer satisfaction, start with taking a long, hard look at your IVR.

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