Sending callers on a wild goose chase by navigating a complicated phone menu is no way to service your customers. All too often callers will “zero-out” in hopes of a quicker response – this leads to higher costs as those calls are constantly misdirected.
The idea behind Visual IVR is to replace the traditional phone menu with a simple visual interface on the web or mobile device. But is this the right solution for your call center? Continue reading