Part III - Visual IVR: Ease of Connectivity from Self Service to the Call CenterContributor: Dr. Natalie Petouhoff
Former Forrester Analyst
One way to cut costs in the contact center has always been to provide self-service. And while self-service has promised to deliver cost reductions, studies show it does not always do that. In fact, for self-service to really be an option that drives positive customer experiences and thus lower costs for companies, the gap between agent-assisted customer experience and self-service, push-button IVRs has to be narrowed.
In part three of this document learn:
- How Visual IVR Delivers on the Promise of Self-Service and Call Center Connectivity
- Example Use Cases of Touchscreen, Visual IVRs
- The Benefits of Visual IVRs
- Next Steps and Best Practices - Evaluating Your Current Capabilities
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