Optimizing IVR call flow is an ongoing process ... You’ll have to look at past data and set your own baseline. To calculate containment rate, divide the number of calls that were resolved ...

Call flow is the entire path your customer takes ... and common survey questions are a good place to start getting data points on customer sentiment. Be sure to tweak the questions you use to ...

With digital data flow, they will have an open-source solution ... As part of the standards-setting process, CDISC will oversee a public call for stakeholders across the ecosystem to participate ...