The Truth About Agent Knowledge in Customer Care 3500+ Consumers Tell it Like it is
Even though 67% of consumers are satisfied with IVR systems, 61% have difficulty navigating the systems. Automation is great for the right use case, but if it becomes too complicated, it can cause consumer frustration that can have real negative impacts. Learn more about the best use cases for IVRs and chatbots, and how to truly deliver in complex interactions to be essential in customers’ daily lives.
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