Misnavigation in your call center is a double whammy
What is misnavigation? Quick review: A call is considered misnavigated if a...
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Misnavigation not solved by speech-driven menus
Speech recognition can be awesome Speech recognition is a technology that can...
The hidden cost of misnavigation in your call center
What is misnavigation? A call is considered misnavigated if a caller connects...
Case study shows the difficulty of defeating misnavigation
One of the negative outcomes of phone menus (or IVR systems) 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...
CMIQ calls Fonolo’s approach “Nirvana”
Customer Management IQ, one of the leading publications covering the call center...