Customers don’t like it when a company’s IVR doesn’t really understand them. Or doesn’t help them resolve their issue. Especially when they are trying to do one thing done, and the IVR seems to want them to do something else. If this sounds familiar, it could be that your IVR is from Mars… and your customers are from Venus!
In John Gray’s famous book, Men are from Mars, Women are from Venus, the author points out that understanding....