Aligning People and Technology to Create an Effective Voice Self-Service Channel

摘要

It takes more than a vision to create an effective interactive voice response self-service solution in a contact center. There are many factors that contribute to the goal of achieving high self-service completion rates along with improved customer satisfaction with this communication channel. VoltDelta has highlighted some of these common factors in two case studies. Both organizations utilized highly skilled and talented people for IVR design and implementation. They also leveraged leading-edge cloud technology to easily integrate voice self-service into a cross-channel customer engagement strategy.