Monday, November 19, 2007

Bad IVRs: You find them everywhere

I got a laugh out of this. Speech Technology magazine, which publishes articles about best of class call automation, admitted that their own IVR is pretty bad. So bad, in fact, that they're taking suggestions from readers about how to fix it.

Some of Speech Technology's readership is savvy enough to offer usable suggestions. Most businesses don't have the luxury of simply asking their customers for design advice, which is usually bad practice. Customers can tell you what works for them and what doesn't, but they can't do your design for you. Of course, someone at the magazine will need to sort out the conflicting advice they get.

Kudos to Speech Technology. The first step to solving a problem is to recognize that you have a problem. Sometimes that's the hardest thing for a company to do.

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