Visual IVR

What Does Your Call Abandon Rate Really Mean?

The definition of Call Abandon Rate is simple; It's the percentage of calls which come into the contact centre but are abandoned by the caller before reaching an agent.  If X is the number of calls handled by agents, and Y is the number of calls coming in, then your call abandonment rate is (1-(X/Y))*100. Understanding the [...]

June 15th, 2015|Customer Experience, Visual IVR|

Visual IVR: Press 1 to Really Annoy Your Customers Before You Even Speak to Them

According to a study by New York University, only 15% of customers feel that they, as customers, receive any benefit whatsoever from IVR systems. That’s a whopping 85% who (presumably) feel it either has no effect or – more likely – a negative effect on their customer experience. Customers struggle to see benefits of IVR [...]

March 30th, 2015|Visual IVR|