Title	One in five customers bypass the human touch as poor service drives self-service calls
Extract	Reston, Virginia, 15th February 2005 - Growing customer dissatisfaction with contact center service levels is boosting the use of Interactive Voice Response (IVR) as 20% of customers opt for self-service channels over agent-handled calls.
Document Type	Press Release
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Document Link	na/documentlibrary/press/oneinfivecustomersbypassthehumantouchaspoorservicedrivesselfservicecalls.htm

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