Building the ideal customer service experience for your call center is a delicate balance. Do you provide convenience via interactive voice response (IVR) automation at the risk of seeming unavailable? Or do you offer personalized interaction with live agents at the risk of seeming like you’re taking up callers’ valuable time? In this white paper, you’ll learn the benefits and drawbacks of both IVR and live agents to help you give your prospects and customers the service they’re looking for.

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