Spending all day, every day more or less consumed by the vagaries of the “contact center world” can sometimes lead to the development of a particular blindfold to the points of view of those on the outside of this world.
I've just read a blog on choosing a Cloud IVR system which, to me, sounds like advice from the 1980s. Back before VXML and web applications, IVRs were siloed technology, self-contained, often inflexible and always proprietary.
Agent Desktop Complexity is Killing Customer Service
There is so much debate around the most effective way to provide good customer service and manage the volume of calls coming into the contact center via the agent desktop. Is it better to use outsourced agents, skilled base routing or IVR?