Comments on: A Future for IVR http://mobhappy.com/blog1/2009/06/23/a-future-for-ivr/ Russell Buckley and Carlo Longino on mobile technology. Wed, 10 Mar 2010 15:31:40 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Empathy or Apathy in the Contact Centre? « Fredzimny’s CCCCC Blog http://mobhappy.com/blog1/2009/06/23/a-future-for-ivr/comment-page-1/#comment-128710 Empathy or Apathy in the Contact Centre? « Fredzimny’s CCCCC Blog Sat, 08 Aug 2009 13:28:34 +0000 http://mobhappy.com/blog1/?p=3307#comment-128710 [...] A Future for IVR (mobhappy.com) [...] [...] A Future for IVR (mobhappy.com) [...]

]]> By: Giff Gfroerer, i2SMS http://mobhappy.com/blog1/2009/06/23/a-future-for-ivr/comment-page-1/#comment-128178 Giff Gfroerer, i2SMS Wed, 24 Jun 2009 13:04:37 +0000 http://mobhappy.com/blog1/?p=3307#comment-128178 According to Forrester Research, Customer Satisfaction Levels with Interactive Voice Response Systems Fall in the 10% Range...not very good. Personally, I start zeroing out as soon as I hear the IVR recording. Now for illiterate, possibly. But for the rest of the world, research says we hate it... And to match that, According to Chartwell, only 26% of all calls originating in IVR systems are completed within the IVR system According to Forrester Research, Customer Satisfaction Levels with Interactive Voice Response Systems Fall in the 10% Range…not very good. Personally, I start zeroing out as soon as I hear the IVR recording.

Now for illiterate, possibly. But for the rest of the world, research says we hate it…

And to match that, According to Chartwell, only 26% of all calls originating in IVR systems are completed within the IVR system

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