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What's the first word that comes to your mind when you hear the term IVR? If you're thinking of a four-letter word, you're not alone. That's why we spent an hour this week discussing ways the contact center can change negative perceptions abut IVR and improve the customer experience.
Check out the #ICMIchat recap below for tips on improving IVR design, applying automated technology to newer service channels, and encouraging customers to use self-service.
Join us next Tuesday at 1pm EST to chat about measuring self-service success. Just follow and use the hashtag #ICMIchat to participate. Questions about the chat? Feel free to reach out to me on Twitter!
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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