ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


#ICMIchat Recap: Changing Negative Perceptions About IVR

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!