Misnavigation in your call center is a double whammy
What is misnavigation? Quick review: A call is considered misnavigated if a caller connects to the...
What is misnavigation? Quick review: A call is considered misnavigated if a caller connects to the...
Speech recognition can be awesome Speech recognition is a technology that can do amazing things. For...
What is misnavigation? A call is considered misnavigated if a caller connects to the wrong agent...
One of the negative outcomes of phone menus (or IVR systems) is frequent misnavigation, which is...
What is misnavigation? The central function of an IVR system is to connect the caller to...
Customer Management IQ, one of the leading publications covering the call center and customer service space...