Best practices for ensuring the highest ROI from voice self-service and IVR systems in tough economic times

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Executive Summary

In a challenging economic climate, customer loyalty separates the winners from the losers. As a result, businesses should demand more from the system that greets every customer call: the interactive voice response (IVR) system. Improving the caller experience in your IVR system is a highly visible and high-impact way to differentiate your company through great service. This white paper provides a simple three-step approach to getting the most out of your IVR investment, and a single quantitative metric - task completion rate - to easily illuminate the ROI associated with changes to your IVR. In many cases, this simple evaluation can help identify cost avoidance opportunities while increasing customer loyalty, without additional investments.

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