Despite the importance given to customer experience, improving speech IVR applications remains a challenge. Businesses struggle to connect the factors influencing customer experience with the quality of the applications that determine the experience. This struggle leads to complacency, inevitably delaying the adoption of simple measures that can directly result in a better customer experience.
Here we discuss 5 tools businesses can use to achieve better customer experience through their speech-enabled IVR- all as a natural extension of the technology and applications already in place. The outputs of these activities each provide unique performance metrics and insights on how well the speech application aligns with the expectations and behaviors of the callers it serves and guidance to the ongoing optimization and evolution of the voice experience.