IVR Jungles


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I am getting sick and tired of complex IVR mazes where several layers of options are presented; especially those that ask for 16 character codes to be entered, followed by date of birth – only to have to repeat the whole thing when you finally work out how to speak to a real person. Is it me or are you experience the same thing? Let me know what you think? Perhaps we can create awards for the best and worst examples!

David Rance
David Rance, CEO of Round, is a former customer care director for a national telco. Round is a leader in capability management models and software tools that enable organizations to align at their chosen level of customer centricity.


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