IVR's are designed to route a caller to the correct agent - but not at the cost of frustrating the caller with long menus or repetitive questions.  Susan Hura, from Speach Usability, shares her insight on how to bring the IVR and agent together, creating a smooth road for the caller to travel.

IVR's are designed to route a caller to the correct agent - but not at the cost of frustrating the caller with long menus or repetitive questions. Susan Hura, from Speach Usability, shares her insight on how to bring the IVR and agent together, creating a smooth road for the caller to travel.

IVR's are designed to route a caller to the correct agent - but not at the cost of frustrating the caller with long menus or repetitive questions.&nbsp; Susan Hura, from Speach Usability, shares her insight on how to bring the IVR and agent together, creating a smooth road for the caller to travel.

IVR: Paving a smooth road between IVR and Agent.

CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral.  If you have a topic you would like us to cover, send it to Calltalk@benchmarkportal.com

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CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to Calltalk@benchmarkportal.com

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IVR: Paving a smooth road between IVR and Agent.

IVR: Paving a smooth road between IVR and Agent.