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.
Lode Vande Sande
Call Centre Helper