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Research and Markets: Improving IVR Usage, Acceptance, and Customer Satisfaction Report Reveals How Different Companies And Industries Are Utilizing IVR Technology
DUBLIN, Ireland-(Business Wire)-September 5, 2008 - Research and Markets (http://www.researchandmarkets.com/research/8e000f/improving_ivr_usag) has announced the addition of the "Improving IVR Usage, Acceptance, and Customer Satisfaction" report to their offering.
This research report delivers the results of research on Interactive Voice Response (IVR) technology deployments.
Research conducted during third quarter 2008 reveals how different companies and industries are utilizing IVR technology to improve service delivery and customer satisfaction while reducing operating costs. Companies were asked to share IVR self-service strategies and experiences to identify the practices that lead to higher customer usage, acceptance, and satisfaction. They were also asked to provide plans moving forward as well as lessons learned along the way.
This report profiles research participants in a case study format, sharing current IVR practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved IVR performance. In addition, the report provides detailed results and analysis from the survey itself and detail "best practices" demonstrated by the participants.
Key Analysis: IVR strategies and approaches, IVR deployment drivers, IVR objectives, IVR measurement techniques, IVR technologies and features, and promotional campaigns.
Key Topics Covered:
List of Tables:
IVR Findings & Trends
Recommendations for Improvement
Innovative or Winning Strategies
List of Participants
Call centers per Company
Hours of operation
Countries represented
Industries represented
Total inbound calls
Total outbound calls
Percent outbound/inbound calls
Agents per Center
IVR handled calls (% of inbound)
IVR utilization by industry
Average span of control (reps per supv)
Abandoned Calls
Opt Out Rates
Opt Out Rates by Industry
IVR Self-Service Offerings
Number of Menu Items
Opt Out Offered on Main Menu?
IVR Vendors Represented
IVR System Maturity
IVR System Maturity by Industry
IVR System Configuration
Drivers of IVR Implementation
IVR Deployment Strategies
Use of Speech Recognition
Use of CTI
Use of Wait Time Announcements
Use of Queue Announcements
Measures of IVR Success
Measure IVR Customer Satisfaction?
Promote IVR Usage to Customers
Encourage Agents to Promote IVR Use
Use of Call Monitoring for IVR Interaction
IVR Reliability Testing
Benefits
IVR- Handled Calls Equivalent FTEs
Lessons Learned
Top 5 IVR Challenges
Plans for Improvement
For more information visit http://www.researchandmarkets.com/research/8e000f/improving_ivr_usag
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