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Category Archives: IVR
Will IVR Ever Win Our Hearts?
Whenever I tell people that I’m in the call center business, I brace myself for a diatribe about “those darn systems” real people too often hide behind. Without fail, an Interactive Voice Response system (IVR) takes center stage. It doesn’t … Continue reading
Posted in IVR
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Will IVR Still Play a Role in Multi-channel Customer Contact?
I recently had the opportunity to present a webinar with Varolii Corporation entitled Preparing Your Business for Today’s Multi-channel Customer. Most companies already live in a multi-channel world with voice, fax, email, voicemail, IVR, web. Some support web chat, outbound alerting, … Continue reading
Posted in IVR, Self-Service
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