Contact Centers: How Interactive Voice Response Can Increase Customer Satisfaction& Retention

Catalog Success Idea Factory: How can IVR contribute positively to customer retention?
Derrell Knight: Customers often call you because there’s a problem they’re trying to resolve. And most of those requests are repetitive, meaning there are 10,000 other people who have the same requests. There are a number of set parameters around questions like that. Automating the answers to those requests can provide a far more streamlined solution than providing a live agent for every request.