IVR: hello, please state your ID number Customer: *Routes call to agent Agent: hello, please state your ID number for verification Customer: 😠 Here’s a simple change in your IVR design that’ll boost your customer experience. Pass contextual call information from your IVR to the agent and remove the need for asking a customer repeat questions. Newest Always On CX:EX episode just launched. Watch the full episode on YouTube: https://hubs.ly/Q02gTbP70 #CCaaS #CustomerExperience #MicrosoftTeams | Au