Agree that more should be spent on better FAQs and better self-service search. But IVRs? No, just no. Most people start pounding the zero button and screamin

Agree that more should be spent on better FAQs and better self-service search. But IVRs? No, just no. Most people start pounding the zero button and screaming "Agent" as soon as the IVR picks up, and if it doesn't immediately transfer them to a live agent they just hang up. It's a horrible customer experience.