Information And Resources About Interactive Voice Response (IVR)

Related Articles

There are 5 articles in our archive related to this topic.

A call for satisfaction

Long John Silver’s Restaurants Inc. used interactive voice response to measure customer satisfaction, the results of which have been an escalation in customer service performance and manager involvement.

Beyond mere measurement

Customer experience management (CEM) views the customer as a whole series of interactions across a variety of channels. CEM incorporates customer satisfaction and customer experience measurements, as well as customer relationship management, into one complete view of the customer across channels.

IVR: How is it different from telephone interviewing?

While traditional data collection methods such as mail and phone continue to be widely used, other data collection methods are growing in popularity. This article discusses one such method: interactive voice response.

Let your fingers do the talking

Getting customers to complete a customer satisfaction questionnaire can be challenging. Interactive voice response interviewing (IVRI) is a relatively new technology for surveying customers. This article discusses the technique, including explaining the IVRI process and reviewing case studies.

Don't call us, we'll call you

Long John Silver used in-bound surveys of drive-through and carry-out patrons to better understand customers and to measure customer satisfaction.

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