Methodical Approach Yields High IVR Containment, Low Abandonment Rates at LG&E and KU
Through a steady approach, Louisville Gas & Electric and Kentucky Utilities (LG&E and KU) has been able to achieve a consistently high containment rate within its interactive voice response (IVR) system. LG&E and KU’s IVR successes are credited to a customer-focused yet simple system design. LG&E and KU has also received industry recognition for its IVR system, winning a “Gold Stethoscope” from the IVR Doctors for Top Quartile performance among 100 IVRS benchmarked across multiple categories.
CONTINUE READING
- To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
- If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.