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Use Your IVR To Capture Feedback
We called Harrah’s Casino, Las Vegas, Nevada to check some details and when the call was answered by their automated call handling system we were given the option to give feedback at the end of the call. We agreed. At the end of the call we were then put through to an automated system and were asked 5 questions which we scored on a scale of 1-5. We gave feedback on quality of interaction and also hold times, etc. We know this is not a new application but, it’s the first time in months we have come across it in a very long time! Can your contact center learn from this simple, low cost and effective idea?!