Contact Centers: Four Best Practices to Improve Interactive Voice Response

4. Measure and track IVR performance. The success of an IVR system can be measured through performance monitoring, stress testing and customer satisfaction ratings. Using multiple performance measures allows companies to determine operational efficiencies as well as areas that can be improved.

For more on the The Ascent Group’s “IVR Improvement Strategies” study, visit http://www.ascentgroup.com/RegisterIVR2006WP.html