J.R. Sloan, product director of portfolio management for Enghouse Interactive, was recently quoted in the article “IVR Tips and Trends” in the June 2012 issue of Customer Interaction Solutions. Some of Sloan’s IVR tips included:
- IVR is not a customer avoidance tool; “businesses that use it as such may get their wish and keep customers away,” said Sloan.
- Choose the right things to automate, like helping to route customers to the most appropriate resource.
- Deploy enough ports in your call center for your chosen solution.