You can’t move these days without coming into contact with an IVR (Interactive Voice Response) system. Some bright spark a few years back thought they could save a few bucks on labour costs by automating the first part of the customer ‘call in’ experience. They’re become a running joke at BBQs where we swap stories about how they didn’t recognise the service we were after, or just how far from the right queue we were able to stray. So it’s nice to be able to give some kudos to a service provider who has got it right. With the government [...]