What do we mean by IVR being the coolest channel?Let’s first take a look at the hottest interaction channel: face-to-face. This is the hottest because you have more inputs. You’re allowed to see the person and understand what’s going on with body language, facial expressions, tone of voice, eye contact. IVR, on the other hand, is a cool, impersonal channel.
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IVR: Improving the Coolest Channel
