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...
Tag: misnavigation
Misnavigation not solved by speech-driven menus
Speech recognition can be awesome Speech recognition is a technology that can do amazing things. For...
The hidden cost of misnavigation in your call center
What is misnavigation? A call is considered misnavigated if a caller connects to the wrong agent...
Case study shows the difficulty of defeating misnavigation
One of the negative outcomes of phone menus (or IVR systems) is frequent misnavigation, which is...
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Misnavigation is a hidden cost in nearly every call center
What is misnavigation? The central function of an IVR system is to connect the caller to...
CMIQ calls Fonolo’s approach “Nirvana”
Customer Management IQ, one of the leading publications covering the call center and customer service space...