#3 Power Player Panel: The Value of IVR

Hear from Jo'Ann Alderson, President of Progressive Communications, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker, consumer advocate, Author of "Your Call Is (Not That) Important to Us" the latest research on Interactive Voice Response. In this panel we address if IVR is a help or a hindrance, when it's appropriate to encourage customer self-service and replace humans with technology, and why so in 2009 we spent around two and a half billion dollars on speech recognition technology. Our panel addresses if the customer management industry will ever veer away from self-service.