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Maximizing the Potential of an Inter...
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ProQuest Information and Learning Co.
Maximizing the Potential of an Interactive Voice Response System.
紀錄類型:
書目-語言資料,手稿 : Monograph/item
正題名/作者:
Maximizing the Potential of an Interactive Voice Response System./
作者:
Owens, Toraino S.
面頁冊數:
1 online resource (71 pages)
附註:
Source: Masters Abstracts International, Volume: 57-05.
Contained By:
Masters Abstracts International57-05(E).
標題:
Computer science. -
電子資源:
click for full text (PQDT)
ISBN:
9780355811711
Maximizing the Potential of an Interactive Voice Response System.
Owens, Toraino S.
Maximizing the Potential of an Interactive Voice Response System.
- 1 online resource (71 pages)
Source: Masters Abstracts International, Volume: 57-05.
Thesis (M.C.I.S.)--Florida Agricultural and Mechanical University, 2017.
Includes bibliographical references
Electronic commerce, the global business model with a wide range of tools available to customers and firms, has become the common interactive place for the use of self-service technologies (SSTs). The SSTs, such as mobile banking, automated self-checkouts, and online investment trading transactions, allow customers to produce services for themselves without assistance from the employees of a business. This widespread use of technology has been widely accepted across several industries due to the increasing growth in customer satisfaction, yet research is still ongoing to understand why customers decide to try SSTs and why some SSTs are more acceptable than others. This research, will utilize SSTs to explore key factors for maximizing the potential of an Interactive Voice Response System (IVR) based upon theoretical and empirical knowledge of IVR designs, customer feedback for enhancing self-service options, and adapting a callback feature with in a Call Center environment.
Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2018
Mode of access: World Wide Web
ISBN: 9780355811711Subjects--Topical Terms:
573171
Computer science.
Index Terms--Genre/Form:
554714
Electronic books.
Maximizing the Potential of an Interactive Voice Response System.
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Includes bibliographical references
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Electronic commerce, the global business model with a wide range of tools available to customers and firms, has become the common interactive place for the use of self-service technologies (SSTs). The SSTs, such as mobile banking, automated self-checkouts, and online investment trading transactions, allow customers to produce services for themselves without assistance from the employees of a business. This widespread use of technology has been widely accepted across several industries due to the increasing growth in customer satisfaction, yet research is still ongoing to understand why customers decide to try SSTs and why some SSTs are more acceptable than others. This research, will utilize SSTs to explore key factors for maximizing the potential of an Interactive Voice Response System (IVR) based upon theoretical and empirical knowledge of IVR designs, customer feedback for enhancing self-service options, and adapting a callback feature with in a Call Center environment.
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