Your Customers Are Not in Your IVR, They’re in Your DMs
For years, contact centres have invested heavily in refining IVR menus, tightening call flows, and reducing handle times. The entire service model has been built around the assumption that customer journeys begin with a phone call. But customer behaviour has quietly rewritten that reality. Today, people aren’t patiently navigating your IVR, they’re already in your WhatsApp inbox, your Instagram DMs, your Facebook messages, and even your […]