Hammer's New IVR White Paper
Edited by Brandon Friesen "What You Don't Know Can Hurt You ? Why Your Company Needs Continuous Quality Monitoring of IVR Applications"
January 18, 2000A new white paper put out by Hammer Technologies (www.hammer.com) looks at how a growing number of major corporations like Fidelity Investments, First Union Bank, and Merrill Lynch are proactively addressing the problem ? the only way most call centers know anything is wrong with their IVR systems is when a customer calls to complain ? using continuous Quality Assurance monitoring.
The white paper is part of Hammer's "Call Center White Paper Series."
Topics addressed include:
- What Can Go Wrong With IVR;
- SNMP Monitoring Is Not Enough;
- How Often Do Problems Occur?;
- Approaches To Take;
- One Bank's Experience;
- and Automated Testing Pays for Itself
