Comments on: Weekend reading

By: Becky Carroll

Becky Carroll — Thu, 31 May 2007 21:23:32 +0000

Yes, James, IVRs are indeed a consequence of business decisions. In many cases, these decisions are being made with the company’s objectives in mind (cutting costs) instead of the customer’s objectives in mind (get my question answered). Perhaps a more relevant “IVR experience” would help, but the more we keep our customers at arm’s length, the less opportunity we have to build and strengthen relationships with them.

By: James Taylor

James Taylor — Wed, 30 May 2007 23:50:22 +0000

I have to say that the whole gethuman thing is a direct consequence of companies failing to realize that IVR and other automated customer service systems require decisions. Every customer should get a potentially different experience as the system should decide what options are relevant to that customer. Then far fewer people would feel a need to get out of IVR hell! Check out this post JT www.edmblog.com