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#ICMIchat Recap: Changing Negative Perceptions About IVR

By Erica Marois | Date Published: September 03, 2015 - Last Updated August 22, 2018 | Comments

What's the first word that comes to your mind when you hear the term IVR? If you're thinking of a four-letter word, you're not alone.  That's why we spent an hour this week discussing ways the contact center can change negative perceptions abut IVR and improve the customer experience.

Check out the #ICMIchat recap below for tips on improving IVR design, applying automated technology to newer service channels, and encouraging customers to use self-service.

Join us next Tuesday at 1pm EST to chat about measuring self-service success.  Just follow and use the hashtag #ICMIchat to participate. Questions about the chat? Feel free to reach out to me on Twitter!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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