What’s the Best Channel for Communicating With Customers? Part 2
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Al Rose
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Then there's the dreaded "press one for" menu system (also known as the interactive voice response menu, or IVR for short). All companies should make a real effort to streamline this menu to ensure customers can make quick, clear selections to reach the person or department they want.
When customers do reach the right customer service representative (CSR), the CSR needs to be empowered to deal with telephone inquiries immediately. Customers don't like to be passed between multiple departments in a contact center. The more efficiently questions are dealt with, the better.
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