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