Stephen Ray's blog

Respect Your Clients - Don't Be Like the IRS

If you've learned anything from the IRS, it may be how not to approach customer service. Reports are that callers are waiting in queue for a long time and not getting through. Others are getting dropped. Then there are the busy signals. There's no reason that callers should be treated so poorly. Good call center software and an effective Interactive Voice Response (IVR) can mitigate some of these issues and keep your call center on track.