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LEVERAGING NEXT-GEN IVR TECHNOLOGY IN THE CALL CENTER

6 Quick Tips to Prevent Customers From Saying “Agent” on Repeat

In this guide, learn 6 quick tips to make your IVR software work for customers, not against them.

Mainstream virtual assistants like Alexa and Siri are helping today’s consumers feel more comfortable talking to Artificial Intelligence (AI) – and they’re also setting high expectations for conversational IVR technology in the contact center.

Progressive contact center leaders know how to make IVR less annoying.
98% of consumers try to skip the IVR to get to a human agent. The top three terms used are “representative,” “customer service,” and “live person.”*

Don’t be one of those contact centers that simply shifts the IVR loophole from pressing zero to saying “agent.” Read this guide to learn...

  • Why voice in the contact center isn’t dying, but evolving
  • How to guide customers to answers, rather than defaulting to “speak to an agent”
  • What you should be doing to get the most out of today’s modern IVR technology

*SOURCE: 2018 Customer Service Expectations Survey. Gladly. September 2018.

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