One Response

  1. Phillip
    Phillip April 14, 2009 at 2:11 pm |

    Eric,

    Thanks for your response. I appreciate that you appreciate that we are both after clarity and furthering the conversation about this important topic.

    You reinforce some very important points here: “When a caller enters a system, they have no idea of what’s driving the underlying technology. It all looks the same. Given the nature of that beast, anything that can be done to improve IVR quality overall will go a long way to winning over caller confidence, and that’s gotta begin with dialogue.” Hear, hear!

    Looking forward to more,
    Phillip

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