Interactive Voice Response (IVR) systems are commonplace in today’s Service Desk. IVRs are being perceived quite negatively by some customers and customer groups. This negative perception has grown to the point that some customer-service advocacy websites are promoting IVR cheat sheets. In this podcast, Phillip Palmer will be speaking with Ian Jones, a Senior ITIL® Service Management consultant about this development and he provides us with an option for Service Desk managers to address it.

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