Presented By: Jim Rembach, SVP, Customer Relationship Metrics
On Demand 15 Minute Webcast Available July 30th
IVR surveying is rapidly gaining popularity in contact centers. So are the falsehoods and opinions in using this methodology to capture customer feedback in real-time. What is hype and what is fact-based may not be easily apparent. As with many practices, experience can provide a wonderful education. Since we invented this methodology in 1993 we have seen many repeat the same failures again and again.
During this session you will learn:
-- Why CATs (Completely Automated Telephone surveys) are built for research; IVR is not, and how they differ.
--How to select the right solution that will deliver long-term success
--The real cost to own and operate
--Common mistakes to avoid