Recorded Webinar: 5 Steps to Streamlining Your IVR System



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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


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