January 5, 2021 - NobelBiz

IVR in The Digital Landscape Change is not easy, nor can it be done fast. However, the pandemic dramatically triggered digital transformation by putting many brands on their back feet. This generated an unprecedented dropout rate and client dissatisfaction for companies that didn’t adapt to the sudden change. These companies have suddenly become aware of the fragility of call centers too dependent on phoning channels. They also understood that they need to accelerate their transformation. Not only to respond to the crisis engendered by covid. But also to build a longer-term strategy of reducing costs associated with customer management and improving the service quality. As for the others who already invested in omnichannel technologies, it paved the way for bigger opportunities. Several levers for optimizing the transformation of telephone requests are possible, depending on the stage of the customer journey and the specific challenges facing your call center. The lever that comes first and foremost is Visual IVR.

Day: January 5, 2021

Call Center IVR: The Cornerstone of Digital Transformation