Other Articles & Resources
To
lose a customer, please press...
(The Observer, Aug 29, 2004)
This article contains describes the author's personal
experiences with an IVR system, and proceeds into a
discussion of how badly designed systems can cost a
company their customers.
Tired
of talking to a machine? Find a human with cheat sheet
(The Guardian Nov 25, 2005)
This article contains an interview with Paul English,
the creator of gethuman.com,
a site dedicated to helping users sidestep frustrating
IVR systems and speak directly to a customer services
representative.
HFES
200.4 [£70]
Section 4 of this document details the IVR design standards
put forward by the Human Factors & Ergonomics society.
ISO/IEC
13714 [£70]
This document produced by the International Standards
Organisation describes a set of guidelines for the design
of voicemail systems. However, much of the content is
intended to generalise to other DTMF controlled telephone
interfaces.
Wikipedia
IVR Entry
For a refresher on IVR terminology, this is a good place
to start.
