Telecom junkies use the term “IVR” to refer to the “press 1 to speak to a representative …” phone systems we all have to deal with when we dial in to talk to tech support or the airlines or our bank. The letters in the acronym stand for interactive voice response system. We’ve spent a lot of time over the years helping clients tweak their IVRs for better end-user experience.
Before we go further a secret must be imparted. Your users hate your IVR. You spend time and money getting your IVR up and running. But, alas. Your users hate your IVR. (There are good structural reasons for why your users hate your IVR, btw; more [...]