- Don't use unnecessary components in your contact center ACD IVR just because you can. All it does it bloat the IVR and may not even do anything useful at all.
- Keep the number of menu option to a minimum if possible. It's rather eye-rolling, in my opinion, to have to sit through any more than 5 options in a menu. Having 9 options is unbearable, so try to keep those options limited.
- For contact center ACD routes that are better suited to be handled by live agents, try to make that route easy to access, so that your customers don't have to keep guessing what menu options to press. Reverting back to the main menu because the path I selected was not getting me anywhere useful is quite frustrating.
Creating contact center ACD IVRs can be daunting and complex, but that doesn't mean that you have to project that onto the end users. Try to keep it simple and your customers will be grateful.