The Real Reason Callers Opt out of an IVR – Spoiler Alert… It’s Not for a Hug

Today, self-service is generally agreed upon as the primary trend and focus for customer service. Omni-channel is only the buzz of the day because new channels are emerging causing companies to feel that they are falling behind. However, a channel is merely an avenue for customers to receive service and regardless of the number of channels companies have, they will continue to need a way to provide service either using agents (the expensive route) or, guess what? Providing self-service.