In last week’s webinar, I talked about how IVRs rarely provide a good experience for collecting information from callers or for navigating them to the right agent. I got a lot questions on that topic, so I thought I’d elaborate on it here.
The heart of the problem is that it’s hard to build a good experience when you’re limited to the telephone dial-pad, a spec that was never designed to be a navigation or data entry system. To its credit, the call center industry has squeezed a lot of value out of that interface over the last few decades. They had little choice! Finally, there’s hope. The smartphone is a real opportunity to move beyond the limitations of the dial-pad. Continue reading