Contact Centers: Four Best Practices to Improve Interactive Voice Response

1. Conduct extensive consumer research before making changes to your call center. Companies that use IVR successfully employ customer focus groups, usability labs or customer surveys to establish consumer expectations and demand for IVR services, The Ascent Group officials write. And don’t test IVR once. Every time a change to the IVR menu or script enhancement is implemented, test how your customers will respond.