Recorded Webinar: 5 Steps to Streamlining Your IVR System


IVR, when designed well can be a useful facility within the contact centre. But all too often it can create a barrier to communication. In this webinar, we look at how to review and streamline the IVR and make it a real asset for the business. Thursday 19th March 2015

Panellists • Frank Sherlock - Genesys • Lode Vande Sande - Care4CC • Jonty Pearce – Call Centre Helper

Topics discussed
• Customer Journey Mapping • Measuring abandoned calls in the IVR • Listening to calls moving through the IVR • Call screening • Adaptive IVR based on the caller’s number • Redesigning menu structures • The best voices to use • Top tips from the audience

Sponsored by Genesys. This webinar is held at 1.00pm UK time, 2pm in Paris, 3pm in South Africa and 9am in New York.

Topics Discussed

  • Customer Journey Mapping
  • Measuring abandoned calls in the IVR
  • Listening to calls moving through the IVR
  • Call screening
  • Adaptive IVR based on the caller’s number
  • Redesigning menu structures
  • The best voices to use
  • Top tips from the audience
  • Panellists

    Lode Vande Sande- Headshot
    Lode Vande Sande
    Care4CC
    Frank Sherlock- Headshot
    Frank Sherlock
    Genesys
    Jonty Pearce- Headshot
    Jonty Pearce
    Call Centre Helper

    company logo
    This webinar was brought to you by Call Centre Helper and is sponsored by Genesys


    Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.