Real-World Example: IVR Transformation

Netfor

Real-World Example: Once upon a time in the customer service world, a client of Netfor’s had an interactive voice response (IVR) system that was causing customers to hang up before their place could be saved in line (QCB). Ethan Calkins, our Business Assurance Manager at Netfor, took it upon himself to investigate the issue. He experienced the problem firsthand by calling in, identifying the root cause, and proposing a solution. With approval, Ethan enlisted voice artist Amanda to record a new prompt that better explained the action. After extensive testing, the improved IVR prompt was implemented. Our clients were grateful, finally able to get the help they needed. Ethan’s dedication and forward thinking made a significant impact on customer satisfaction.

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