Recorded Webinar: 5 Steps to Streamlining Your IVR System

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Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys, IVR

Agenda

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
Winning Tip: “Make sure the terminology you use in the IVR prompts is consistent with other channels such as web, mobile app etc otherwise multi-channel customers will become confused in the IVR which can negatively affect call containment and IVR success” Congratulations to Darren11

Original Webinar date: March 2015