Recorded Webinar: 5 Steps to Streamlining Your IVR System


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Lode Vande Sande – Care4CC
Webinar Slides: 5 Steps to Streamlining Your IVR System by Lode Vander Sande

Click here to view the slides

  • Frank Sherlock – Genesys
Webinar Slides: 5 Steps to Streamlining Your IVR System by Frank Sherlock

Click here to view the slides

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







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