Contact Centers: Four Best Practices to Improve Interactive Voice Response

More than 25 percent of companies using interactive voice response (IVR) in their call centers said increasing customer acceptance and usage of the system is the biggest challenge to using IVR, according to a recent benchmarking study by The Ascent Group, a customer service operations consultancy. In the same study, The Ascent Group established a set of strategies used by companies that are achieving a high customer satisfaction rate and high IVR use. Some of these best practices are: