"What
You Don't Know Can Hurt You ? Why Your Company Needs Continuous Quality Monitoring
of IVR Applications"
January
18, 2000
A
new white paper put out by Hammer Technologies (www.hammer.com) looks
at how a growing number of major corporations like Fidelity Investments,
First Union Bank, and Merrill Lynch are proactively addressing the problem
? the only way most call centers know anything is wrong with their IVR
systems is when a customer calls to complain ? using continuous Quality
Assurance monitoring.
The white paper is part
of Hammer's "Call Center White Paper Series."
Topics
addressed include:
What
Can Go Wrong With IVR;
SNMP
Monitoring Is Not Enough;
How
Often Do Problems Occur?;
Approaches
To Take;
One
Bank's Experience;
and
Automated Testing Pays for Itself
To access the white
paper, go to http://www.hammer.com/p_call.htm and follow the appropriate
links.