Tag Archives: IVR

IVR Versus Mystery Shopping

Posted on March 12, 2009 by Tom

A comprehensive mystery shopping program uses a combination of components that work synergistically to develop the vital data store managers need to effect change. One of those components is IVR (interactive voice response). Unfortunately, some IVR vendors have chosen to … Continue reading →

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Six Problems with Customer Experience Management…and What to Do About Them

Posted on April 19, 2007 by Tom

When it comes to measuring the Customer Experience, many organizations have preconceived ideas about what does and doesn’t work. Let’s look at some of these common Customer Experience Management problems and learn how each one can present a unique set … Continue reading →

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Mystery Shopping and IVR: A Dynamic Duo

Posted on February 20, 2007 by Tom

A long-held misconception exists that mystery shoppers supply businesses with information similar to that drawn from ordinary customer feedback. In fact, mystery shoppers provide a much different service, especially to those businesses aiming to be among the “best-in-class” within their … Continue reading →

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