Start With the Caller: Why UX Research is Vital to Great IVR
Too many IVRs are developed without giving due thought to the callers who use them. Here’s why it pays to do user experience (UX) research. Steve Jobs famously said: “You’ve got to start with the customer experience and work back towards the technology – not the other way around.” Yet for many companies designing and developing interactive voice response (IVR) systems, that user experience is...