Spike in complaints, Agents transferring too many calls, or just wondering what my customers’ experience is like” “I now have responsibility for the IVR, what are my customers experiencing”
Dial into the system as a mock customer
Experience what your customers experience is rather than necessarily trying to go down every path in the IVR
Experience your agents
When Transferred, why?
PSS provides a detailed report with a short-list of observations and recommendations