Myth busters: Unexpected insights on contact centers
McKinsey Talks Operations
IVR, Interactive Voice Response
Vinay: Most organisations have naturally three to five channels from the start. IVR can help customer route to the right agent without getting transferred too many times, he says. Many customers don't like to interact with interactive voice response because they have to navigate through multiple menu items,. Sometimes it's frustrating to really understand what IVR is saying," adds Vinay.
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