Millennials are now the largest generation, one that has a strong preference for using self-service solutions like interactive voice response (IVR) systems. If the IVR isn't doing it's job however, Millennials will quickly hit "0" in order to get through to a live person for help - turning a $0.25 IVR transaction into a $3.00+ live agent interaction!
In this paper, DMG Consulting reports that IVRs are so effective (when working), that companies often set it and forget it, giving little thought to its upkeep, relevance, and options until a major disrupter occurs. But small ongoing investments in your IVR via a Continuous Improvement Program will make a major contribution to your contact center and enterprise bottom line - often providing full payback in as little as 3 months.
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