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Blindingly Obvious Report - Customers prefer a Human voice!

A study by the CFI Group has concluded that "Customer Service Representatives are key to customer satisfaction, yet many customers are greeted by Interactive Voice Recognition (IVR) machines when they reach a contact centre.

Those who had to go through an IVR to speak with a CSR are much less satisfied than those who reached a CSR (69 vs. 79 respectively, a 13% differential).

June 2009 - Blindingly Obvious Report - Customers prefer a Human voice!