A data-driven methodology for evaluating and optimizing call center IVRs

International Journal of Speech Technology

Volumn 5, Issue 1, 2002, Pages 23-37

  Suhm, Bernhard ^a   Peterson, Pat ^a  

^a BBN TECHNOLOGIES   (United States)

Author keywords

Assessment; Call centers; Cost benefit analysis; Interactive voice response; Usability re engineering; User centric design

Indexed keywords

COST EFFECTIVENESS; CUSTOMER SATISFACTION; INTERACTIVE DEVICES; REENGINEERING; REUSABILITY; SOUND RECORDING; USER INTERFACES; VOICE/DATA COMMUNICATION SYSTEMS;

INTERACTIVE VOICE RESPONSE (IVR);

SPEECH RECOGNITION;

EID: 0036170052     PISSN: 13812416     EISSN: None     Source Type: Journal    
DOI: 10.1023/A:1013674413897     Document Type: Conference Paper

References (18)

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