Eleven strategies to ensure that you're hearing your customers loud and clear.

Few customer-care technologies have a more compelling ability to trigger a radical shift in both customer experience and contact center operating costs than interactive voice response (IVR) systems. IVRs with the ability to recognize human speech -- commonly known as speech-enabled IVRs -- pick up where their touch-tone or dual-tone multifrequency (DTMF) counterparts leave off. But just because customers can talk to the application doesn't mean it's a panacea to prevent their frustration. In fact, the design of the system is even more important when speech technologies come into play, and voice user interface (VUI) design continues to serve as a main hindrance to stronger satisfaction rates. [click heading for more]