MTI Releases Its "Top Five Ways to Keep Your Company Name Off Paul English's IVR Cheat Sheet"
ATLANTA Message Technologies, Inc. (MTI) released its "Top Five Ways to Keep Your Company Name Off Paul English's IVR Cheat Sheet."
5. Ask for feedback. Customer interactions with your agents can tell you what activities need to allow for escalation and what new activities can be automated.
4. Listen to the numbers. Collect and monitor analytics - where and when customers leave your system - to determine frustration points and changes that need to be made.
3. Explain how the technology works, that it's meant to help customers help themselves, and be honest that it's to help you keep prices low.
2. For speech automation, insert a few, alternative natural language escapes beyond "operator," including: "help," "let me out," and - "get human."
1. "Get back to zero." That is, return your IVR escape to the number zero and publicize that this option exists to your customers.
For more information on Paul English and his campaign, visit gethuman.com.